Agent Performance Summary by Queue

IPFX Reports

Report Heading

Definition

Time In Queue

Time Spent in the Queue Location

Time In Idle

Queue - Sum of Talk, Hold

Time In Office

Time Spent in the Office Location

Time In Talk

Sum of Incoming - Time, Outgoing

Time In Hold

Time that Customers were on Hold

Time In Work

Time spent in Work Time

Time In WrapUp

Time spent in WrapUp

Time In Other

Time spent in Locations other

Time In Break

Time spent in the Break Location

Incoming - Count

Total number of non Queue

Incoming - Time

Total Time Spent on non Queue

Outgoing - Count

Total number of Calls made

Outgoing - Time

Total Time Spent on Calls

Queue - Count

Total number of Queue Calls

Queue - Time

Total Time Spent on Queue

About the Agent Performance Report (Agent Summary by Queue Template)

This report gives a detailed breakdown of the amount of time an agent spent in each facet of call-taking, and is grouped by queue.

To create the Agent Performance Report (Agent Summary by Queue Template):

  1. Select Agent Performance > Agent Performance Report:

  2. Select Report Template > Agent Performance Summary by Queue.
  3. Enter the following report criteria as required:

    Period

    The span of days covered by the report (Today, Last Week etc.)

    Alternatively, specify the exact date range using the Date criterion.

    Dates

    The date range you wish to cover in the report.

    Times

    Select hours of the day that you wish to cover in the report.

    Group By

    Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.

    Queue Group

    Narrows the scope of the report to a specific Queue Group.

    Queue Number

    Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard.

    To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.

    Team

    Narrow the scope of the report to the include only the selected Team.

    Extension Number

    Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern.

    To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.

    Exclude Number In, Exclude Number Out

    When running performance reports, it is often desirable to exclude calls to certain numbers, for example calls to the operator, to voicemail, or to other internal extensions.

    To exclude certain numbers from the report, enter a list of numbers to be excluded. Separate the numbers with a comma(,). Do not include spaces in the list.

    Include Virtual Queues

    Includes both standard and Virtual queues in the report.

    Format Time

    Changes the way that time is displayed in the report:

    Yes - Displays time in hh:mm:ss format.

    No - Displays time in seconds.

    Ignore - (Has the same effect as selecting Yes)