From Bright Pattern Documentation
Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- 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
- 1 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
- Campaign Results
- Recordings Details
Reporting Reference Guide
Agent Performance Report
This report shows changes over time of key performance indicators for a selected agent.
All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.
| Metric Name | Description |
| 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). |
| Number of Calls Handled | Number of inbound calls handled by the agent. |
| Average Handling Time (inbound) | Average time, including after call work and hold times, the agent handled the inbound calls. |
| Number of Calls Made | Number of outbound calls handled by this agent. Includes campaign calls. |
| Average Handling Time (outbound) | Average time, including after call work and hold times, the agent handled the outbound calls. Includes campaign calls. |
| 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, or was ready to handle calls. |
| Call Rejects / No Answer | Number of calls that the agent rejected and/or did not answer. |
| Initiated Transfers | Number of calls that the agent transferred. |
| Number of Surveys | Number of surveys available for calls handled by the agent during the reporting interval. |
| First Call Resolution % | Percent of surveys that indicated first call resolution relative to total number of surveys available for calls handled by the agent during the reporting interval. |
| Contact Satisfaction | Average of contact satisfaction marks from all surveys available for calls handled by the agent during the reporting interval. |
| Net Promoter Score | Net Promoter Score (NPS) based on the results of surveys available for calls handled by the agent during the reporting interval. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ |
| Ready % | Percent of time the agent was ready relative to total logon time. |
| 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. |