Agent reports can be used to monitor agents’ activity, performance, compliance with service level agreements, and so on. This group of reports analyses customers’ conversations to give insights on the overall customer service performance.
Using Filters
Supervisors can use the filters shown below to:
- Specify time frame for the report.
- Monitor a specific agent’s activity by selecting a queue then filtering by the agent’s name.
- Monitor a specific channel by selecting the media type then filtering by the channel name.
Then by clicking Apply Filter the reports will be retendered to reflect the selected criteria.
Agent Activity Reports
Interaction Activity
This report visualises how many conversations agent(s) handled, missed or transferred to other agents.
ℹ️ Tip: Hover on a specific date to view its details.
Top Active Agents
This report provides a view of the activity by agent (top 10 agents).
All Agents’ Activity
This report lists all customers’ interactions within the selected time frame.
ℹ️ Click the Export the report button to download the results in CSV format.
Agent Performance Reports
Interactions Performance
This report shows the average first response and the average handling times metrics for the specified agent(s) during the specified time frame.
Handling Time Service Level
This report visualizes the average amount of time it takes for the agent(s) to handle customers’ conversations.
Top Performing Agents
This report gives insights of who are the best 10 performers among agents during the report time period.
All Agents’ Performance
This report lists all customers’ performance metrics within the selected time frame.
ℹ️ Click the Export the report button to download the results in CSV format.