How to access information about your agents' activity?
In this article, you will learn about the Agent Productivity report available on the platform.
Estimated reading: 05 minutes
What information is available in this report?
In this report, you can verify the data related to the agent's performance on the platform. Likewise, the data can be filtered by period, agent, service queues, and functions. On the initial screen, you can see the status of your agents, the number of agents who are online, busy, on break, on lunchtime, offering training, or offline. You can also see a comparison between online and offline agents by hour.
Additionally, you can view the status of each agent in more detail by filtering by function, queue and current state duration to have a complete overview of your performance.
You can download this report in. XLSX format and analyze it in Excel externally.
Glossary
- Time frame- You can filter the period in which you want to check the calls made;
- Agents- You can filter by an agent to see their performance;
- Colas: you can filter by service queue available for agents;
- Features- You can filter by the roles attributed to each user, including custom roles;
- Online: number of online agents in the selected period;
- Busy: number of agents busy in the selected period;
- Break: number of agents on pause in the selected period;
- Training: number of agents in training in the selected period;
- Offline: number of offline agents in the selected period;
- Hour-by-hour agent states: division of the states of each agent based on the percentage between the predefined states: online, busy, break, lunch, training, and offline.