Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- General Information About Detail Reports
- 1 Agent Activity Report
- Call Detail Report
- Email Detail Report
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Agent Activity Report
This report provides detailed records of activities of selected agents in chronological order.
Metric Name | Description |
Time | Time when the activity started. Only the activities that started within the selected reporting interval will be shown. |
Activity | Activity type. Can be one of the following:
|
Duration | Time spent in this activity. For interaction processing activities, includes both in-focus and out-of-focus time, as well as ACW time. |
Detail | For the Outbound activity, displays the extension of the called party if the call was made internally and was answered.
For the Inbound activity, displays remote party’s the Caller ID for calls, IP address for chats, and email address for emails. For the Not Ready activity, displays the reason for being Not Ready if one is specified (otherwise, generic Not Ready). |
Talk Time | Displayed for interaction-handling activities only.
For calls, total time the agent spent talking during this activity. Excludes the hold times. For emails and chats, total time that the agent had the interaction in focus during this activity. |
Hold Time | Displayed for interaction-handling activities only.
For calls, total time the agent had the call on hold during the activity. For emails and chats, total time that the agent had the interaction out of focus during this activity. |
Service | For an interaction-handling activity, displays the name of the service associated with this interaction. |
External Number | For an Inbound activity, displays the originally dialed number or original destination email address.
For an Outbound activity, displays the caller ID or the content of the From field of the email when it left the system. |
Disposition | For interaction-handling activity, provides information about how the activity ended. Can be one of the following:
|
Agent disposition | For an interaction-handling activity, displays the disposition assigned to the call by this agent. |
Media type | For an interaction-handling activity, displays the interaction media type. |
Case | For an interaction-handling activity, displays the identifier of the case that this interaction is related to. Currently applies to email interactions only. |