Agents Performance Summary view
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Data Export > All
- Directory > User > View
- UI > Supervisor Agent Details > View
The Agents Performance Summary view displays current and historical metrics and data about agents. Its real-time columns always display current status data for agents, even if you use the date filter to show historical data in the other columns.
To see the view, click Performance > Agents.
This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
To show only certain data, customize the Agents Performance Summary view. 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.
Filter by users to populate the summary row with aggregate data about those users.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
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.
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.
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.
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.
|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|
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.
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.
To filter by media type, click a media type.
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.
Enter names of users you want to view in the Filter by user(s) field. Select the user from the search results.
To use the summary row above the agent rows to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users.
To view aggregate data about a group of selected users, filter for multiple users and click View as group. PureCloud displays the Agents Performance Detail view with aggregate data for the users you selected.
To filter by information about the interaction, click the Filter button.
Displays metrics for interactions associated with the selected queues.
Filter for multiple queues at one time by entering other queues and searching again.
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.
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.
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.|
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.|
- 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:
- Click Filter .
- Click the Journey tab.
|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.|
Your customizations determine which metric columns the view shows.
These columns always show current, real-time data, even if you use the date filter to show historical data.
|ステータスでの時間||The amount of time agents have been in their current primary status.|
|ステータス||The current primary status of an agent, such as Available, Away, or Busy.|
|セカンダリ ステータス||The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status.|
|Time in Routing Status||The amount of time agents have been in their current routing status.|
|Routing Status||The current routing status of an agent.|
|スキル||The routing skills and languages assigned to an agent.|
Historical data columns
These columns show current if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data.
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.
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.
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.
The average number of seconds spent interacting on a media type.
Calculated by: Total Talk time/ Count of interactions with Talk time.
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||
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
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)
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.
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)
Amount of time spent interacting on a media type.
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.
The total amount of time an outbound interaction spends dialing a contact.
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.
The number of interactions with holds.
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.
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.
The number of times agents receive an alert for interactions.
The total time PureCloud alerts agents before the agent accepts or declines an interaction.
Displays the name of a division that an agent or queue belongs to. For more information, see About access control.