Agents Performance Detail view


前提条件

The following permissions: 

  • Analytics > Conversation Aggregate > View 
  • AnalyticsData Export All
  • Directory > User > View
  • Routing > QueueJoin
  • UISupervisor Agent Details > View 

View detailed performance metrics for an agent or a group of agents, including a summary row of data for the dates displayed. This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

View data for an agent

  1. Click PerformanceAgents
  2. From the Agents Performance Summary view, click an agent’s name. The Agent’s Performance Detail view displays. 
  3. To save the view with your filter and column settings, click Save .
  4. To export the data in the view, click Export .
  5. Click the tabs to open to the agent’s Status Summary, Evaluations, InteractionsQueuesWrap-Up, or Schedule detail views.

View aggregate data for a group of agents

  1. Click PerformanceAgents.
  2. From the Agents Performance Summary view in the Filter by agent(s) field, search for and select agents for which you want to see data.
  3. Near the list of agents you selected, click View as group. PureCloud displays the Agents Performance Detail view with aggregate data for the agents you selected. 
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. Click the tabs to open the agent group’s Status Summary or Interactions detail views.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents in queues

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update.
Note: You cannot activate agents in queues when the Agents Performance Detail view shows aggregate data for agent groups.

ビューをカスタマイズする

Customize the Agents Performance Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 


To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

アイコン Time Period オプション
Queues performance day icon

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval



To filter by media type, click a media type.Media type filter


To show or hide columns, click and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.


To filter by information about the interaction, click the Filter button. Filter button

Interactions filters

Filter 説明
キュー

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

スキル

Displays metrics for interactions with agents who have the selected skills. 

Filter for multiple skills at one time by entering other skills and searching again.

言語

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.

Wrap-up

Displays metrics for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

方向 Displays metrics for interactions of the selected directions.
Initial Direction

Displays information about interactions with the selected initial direction.

Message Type Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all of message types.

メモ:

  • Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the  Refresh icon.
  • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see ACD スキルの管理.
  • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.

To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter 説明
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   

Available metrics

Your customizations determine which metric columns the view shows.


メトリック 定義
応答数

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Handle

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

平均通話時間

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.

平均保留時間

インタラクションが保留された平均秒数です。

計算方式:合計保留時間 / インタラクションの保留数

平均 ACW 時間

エージェントが後処理に費やした平均時間。

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 

Avg Dialing
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
Avg Contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)

Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total Talk

Amount of time spent interacting on a media type.

Total Hold

すべてのインタラクションの合計保留時間です。

 
Total ACW

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
Note: ACW for callback interactions is always zero. 

Total Dialing

The total amount of time an outbound interaction spends dialing a contact.

Total Contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

保留

The number of interactions with holds.

転送数

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Alert – No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

Total Alert – No Answer

The total number of seconds PureCloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Alert

The number of times agents receive an alert for interactions. 

Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction.