Agent Productivity Report

IPFX Reports

Report Heading

Definition

Extension

Details of extension handling the Call

Total Calls

Number of Calls

Total Talk Time

Sum of Talk Time for all Calls

Average Talk Time

Total Talk Time divided by Total Calls

Calls Per Hour

Calls handled by the extension per hour

Incoming Calls

Number of Incoming Calls

Queue Calls

Number of Queue Calls

Time In Queue

Time all Calls spent in Queue

Time In Queue %

Time all Calls spent in Queue divided by Total Calls

Time Available

Time the extension was available

Time Available %

Time the extension was available divided by total time

Time On Hold

Total time all Calls handled by the extension were on Hold

Time In Worktime

Time the extension was in Worktime

Avg. Call Handle Time

Sum of Call Handle Times divided by Total Calls

Occup. %

The total time that the user occupies the workspace: Queue Time + Office Time + Do Not Disturb Time (PrimeTime)

Prod. %

The total time the phone is in use or occupied: Call Handle Time + Meeting Time + Break Time / Total Time

About the Agent Productivity Report

This report gives a detailed breakdown of agents' productivity. It details:

  • Total calls taken by an agent
  • Calls taken by the agent for a queue
  • Outbound Calls make
  • Calls taken by an agent at their direct line
  • Average calls per hour taken by the agent
  • How long the agent spent in the queue (and as percentage)
  • How long the agent was Available\Idle
  • How long the agents spent on held calls
  • How long the agents spent in work time
  • How long the agents spent in WrapUp time
  • The average call handle time of the agent (and as percentage)
  • Occupancy percentages
  • Productivity percentages

To create the Agent Productivity Report:

  1. Select Agent Performance > Agent Productivity Report:

  2. 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.

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)