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Sr No. | Column Name | Description |
|---|---|---|
1 | Agent ID | Unique ID of agent, given by the system when agent was created |
2 | Time Interval | Time interval of 30 15 mins, starting from 12 AM (i.e 00:00:00-00:3015:00 as 1st interval ) |
3 | Agent Name | Name of the agent given by the admin(who created the agent) |
4 | Username | Unique username given by the admin to the agent to login, while creating the agent (If the authentication method was ‘Passcode’) |
5 | Email ID | Email ID of the agent added while creating the agent. (If the authentication method was ‘Email’) |
6 | Agent Group Name | Name of agent group in which the agent is part of |
7 | No of Logins | Number of times the agent has logged in for the period |
8 | No of Logouts | Number of times the agent has log out/force logout by supervisor for the period |
9 | Calls Offered (CO) | Inbound Calls Offered for the Period. (Not including outbound calls) CO = CA (Calls answered)+ CNA (Calls not answered) |
10 | Calls Answered (CA) | Total Inbound calls answered by the agent for the period |
11 | Outbound Calls Made (OC) | Total outbound calls made by agent. |
12 | Calls Completed | No. of calls that are completed in the given interval |
13 | Calls Not Answered | Number of calls that are not answered by the agent in the given interval |
14 | First Login | First login time for the agent in the period. 00:00 if already logged in at midnight. Blank if multiple day period is selected. |
15 | Last Logout | Last time the agent logged out during for the day. Last Logout will be 23:59:59, if logged in at 23:59:59. Blank if multiple day period is selected. |
16 | Logged in time (LT) | Logged in hours of agent for a period. |
17 | Available Time (AT) | Total time the agent was available to take calls. AT = Agent Logged in Time (LT) - Break Time (BrKT) (except Manual Call Break Time) |
18 | Total Call Handled Time (TCHT) | Total Call Handled Time of agent |
19 | Total Ringing Time (TRT) | Total Duration when Calls for which the calls were Ringing before connecting to agent |
20 | Call Time (CT) | Total Time when the Agent was ‘On Call' (including inbound and outbound calls, hold time and consultation time) in the given interval |
21 | Hold Time (HT) | Total time in which the customer was put on hold in the given interval |
22 | Wrap up Time (WT ) | Total time of agent occupied in filling disposition after the call in given interval. |
23 | Customer Hangup (CHuP) | Total number of ‘Offered calls’ in case of outbound or ‘Answered Calls’ in case of inbound that are disconnected by Caller. |
24 | Agent Hangup (AH) | All Calls Disconnected by Agent (Does not include Supervisor Disconnected Calls) |
25 | Average Handle Time (AHT) | Average Handle Time: Total Call Handled Time / Calls Answered. |
26 | Average speed of answer (ASA) | Average Speed of Answer (ASA): Average of time to pickup the Call |
27 | Average Call Time (ACT) | Total Call Time / No. of Calls |
28 | Average Wrap up time (AWT) | Wrap Up time (Disposition Time) / No. of calls an agent handled |
29 | Total Manual Break Time | Total time of agent spent on manual call break. |
30 | Total Break Time (TBrT) | Total time of agent when he was on breaks (except manual call break ) |
31 | Average Hold Time (AHoT) | Amount of time caller was kept on hold by the Agent. (Does not include Queue Hold Time) |
32 | Disposition Filled | Number of dispositions filled by agent |
33 | Auto Disposed | Auto Disposed calls Number of calls for which this disposition was filled automatically |
34 | Break 1 Time | Total Time an Agent went on this Break |
35 | Break 2 Time | Total Time an Agent went on this Break |
36 | Disposition 1 | Number of calls for which this disposition was filled |
37 | Disposition 2 | Number of calls for which this disposition was filled |
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