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Overview
This article explains the Agent Statistics Widget available in the Webex Contact Center Agent Desktop, including the metrics available in Summary, Historical, and Real-Time reports, as well as Team, Queue and Outdial statistics.
Detailed Information
Agent Statistics Widget
The Agent Statistics Widget is located on the Agent Desktop home page. It provides a summary report of your individual performance and activity data, such as how many clients you handled and how long it took you to finish up customer engagements on average. To filter your report, select options from the drop-down lists, such as Team Name, Queue Name, Channel Type, and Duration.
Note: The Agent Desktop retains your filter selections even if you sign out, or refresh/reload the web browser. To reset filters to the default value, click the Reset Filters button.
Here is what each parameter corresponds to:
- Total Handled - Teams: The Total number of customer interactions that your team handled in the specified time period.
- Average Handled Time - Teams: The average time your team takes to handle customer interaction.
- Average Wrap-Up Time - Teams: The average time your team takes to wrap up a customer interaction.
- Total Handled - Me: The total number of customer interactions you have handled. Interactions include both inbound and outbound calls.
- Average Handled Time - Me: The average time you take to handle a customer interaction. It includes the connected, hold, and wrap-up times.
- Average Wrap-up Time: The average time you take to wrap up a customer interaction.
- Contacts in Queue - Realtime: The number of customer contacts in the queue for your teams in real-time.
- Agents Available - Realtime: The number of agents in the Available state for your teams in real-time.
Agent Statistics - Historic
This report contains historical information on agents. Select an option from the interval or duration drop-down list to filter your report. The agent historical statistics report is given in the table as a graphical representation of data in the Agent Statistics Chart section and as a summary of the report in the Detailed Summary section.
Here is what each parameter corresponds to:
- Interval: The time interval for the report.
- Channel Types: The mode of customer interaction such as chat, email, social, or telephony.
- Initial Log-In Time: The date and local time the agent logged in.
- Final Log-Out Time: The date and local time the agent logged out.
- # Contacts Handled: The total number of incoming customer interactions the agent handles within the interval.
- Avg Handle Time: The average time the agent takes to handle a customer request. The average time includes the connected, hold, and wrap-up times.
- Avg Wrap-Up Time: The average time the agent takes to wrap up a customer interaction.
Agent Statistics - Realtime
This report contains real-time information on agents. Select an option from the Interval or Duration drop-down box to filter your report. The same metrics as Historical (see above section) are available, reflecting current-day activity only.
Agent Statistics by State - Historic
This report contains historical information on agents based on the agent state. Select an option from the Interval or Duration drop-down box to filter your report. The agent historical statistics report is given in the table as a graphical representation of data in the Agent Statistics by State Chart section and as a summary of the report in the Detailed State Summary Section.
Here is what each parameter corresponds to:
- Interval: The time interval for the report
- Agent Session ID: A string to identify the sign-in session of the agent.
- Activity State: The state set by an agent or the system, such as Idle and Available.
- State Duration: The duration that an agent spends in the corresponding state.
Agent Statistics by State - Realtime
This report contains real-time information on agents. Select an option from the interval or duration drop-down box to filter your report.
Team Statistics
Team statistics displays statistics for all of the teams to which you are assigned.
Here is what each parameter in the Historic tab corresponds to:
- Interval: The time interval for the report.
- Team Names: The name of the team.
- Agent Name: The name of the agent.
- # Contacts Handled: The total number of customer interactions the agent handled within the interval.
- Total Contacts Handled: The total number of customer interactions that the agent handled for a channel type (for example, voice call).
- Inbound Contacts Handled: The total number of inbound customer interactions the agent handled.
- Callbacks Handled: The total number of callback customer interactions the agent handled.
- Outdials Handled: The total number of outdial customer interactions that the agent handled.
- Average Handle Time: The average time that the agent spends handling a customer. The average time includes the connected, hold and wrap-up times.
- Average Wrap-Up Time: The average time the agent takes to wrap up a customer interaction.
Here is what each parameter in the Realtime tab corresponds to:
- Team Names: The name of the team.
- Agent Name: The name of the agent.
- Current State: State of the agent such as Idle and Available.
- # Contacts Handled: The total number of customer interactions the agent handled within the interval.
- Average Handle Time: The average time that the agent spends handling a customer. The average time includes the connected, hold and wrap-up times.
- Average Wrap-Up Time: The average time the agent takes to wrap up a customer interaction.
Queue Statistics
The queue statistics displays all the queues to which you are assigned.
Here is what each parameter in the Historic tab corresponds to:
- Interval: The time interval for the report.
- Channel Types: The mode of customer interaction such as chat, email, social, or telephony.
- Queue Name: The name of a queue.
- # Contacts: The number of customer contacts that the agent responds to within the service level threshold that the administrator has provisioned for the queue.
- Avg Queue Wait Time: The average time that the customer contact waits in a queue after the agent connects to the call.
- Longest Contact in Queue: The longest time that the customer contact spends in the queue before an agent responds.
- # Abandoned Contacts: The number of customer contacts that no agent responds to.
Here is what each parameter in the Realtime tab corresponds to:
- Skills assigned in: Indicates where skills are assigned. The following are the values:
- For the current Skill-Based Routing Team's queue, the value is 'Flow'.
- For the Skill-Based queue, the value is 'Queue'.
- For the Agent-based queue, the value is 'NA'.
- # Contacts Handled: The total number of customer interactions the agent handled within the interval.
Outdial Statistics
This report gives the statistics for outbound calls.
Here is what each parameter corresponds to:
- Agent Name: Name of an agent.
- Interval: The time interval for the report.
- Channel Types: The mode of customer interaction.
- Initial Log-In Time: The date and local time the agent logged in.
- Outdial Contact Handled: The number of outdial calls handled by an agent within the specified interval.
- Outdial Average Handle Time: The average time an agent takes to handle the outdial calls. The average time includes the connected time, hold time, and wrap-up time.
- Outdial Connected Time: The total amount of time an agent spends talking to the customer on an outdial call, including the hold time.
- Outdial Aveage Connected Time: The average time that an agent spends talking to the customer on an outdial call, including the hold time.
- Outdial Talk Time: The total amount of time an agent spends talking to the customer on an outdial call, excluding the hold time.
- Number of Transfers: The number of times the calls were transferred.
- Average Consult Talk Duration: The average duration for which an agent consulted with another agent or a third party, keeping the caller on hold.
For Additional Assistance
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