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
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- 1 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 Time Allocation Report
This report shows how much time agents of selected teams spent in various activities relative to the total logon time within the reporting interval.
This report applies to agents handling interactions of all supported media types. Note, however, that this report does not take into account the Omni-Channel Routing capacity configuration for media-blended environments. All metrics in this report are based on the traditional agent state model where the agent is deemed Ready as long as he does not handle any interactions at all, and becomes 100% Busy as soon as he begins handling an interaction of any media type. For more information about the traditional agent state model, see section Understanding and Handling Your States of the ServicePattern Agent Guide.
| Metric Name | Description |
| Total Logon Time | Total time the agent was logged on during the reporting interval. |
| Total Working Time | Total time the agent was either handling calls, including after call work, and ready to handle calls. |
| Occupancy % | Percent to time the agent spent handling calls, including after call work, relative to total working time (i.e., handling calls and being ready to handle calls). |
| Busy (Inbound) % | Percent of time the agent was engaged in inbound calls relative to total logon time. Includes hold times. Does not include ringing time or after call work time. |
| Busy (Outbound) % | Percent of time the agent was engaged in outbound calls, including campaign calls, relative to total logon time. Includes dialing time and hold times. Does not include after call work time. |
| Average Ringing Time | Average time the agent’s phone was ringing before calls were answered, abandoned, rejected or timed out due to no answer. Also includes dialing time for non-campaign outbound calls. |
| After Call Work % | Percent of time that the agent spent doing after call work relative to total logon time. |
| Ready % | Percent of time the agent was ready relative to total logon time. |
| All NR % | Percent of time that the agent was not ready for any reason relative to total logon time. |
| Lunch NR % | Percent of time that the agent was not ready for reason Lunch relative to total logon time. |
| No answer NR % | Percent of time that the agent was in the forced not ready state after failing to answer an alerting service call relative to total logon time. |