Agent Productivity Report

This report is an effective tool in showing agent productivity in handling customers in Web calls. The following are a few examples of indicators.

The comparison of Average Handle Time with other agents shows the effectiveness of an agent in handling clients in a timely fashion.
A high incidence of transfers and conferences might indicate the need for training for some agents, as well as the ability of some agents to train other agents.
Total busy time shows how much time an agent has actually spent helping the customers during the shift.
If an agent is closing too many calls instead of a customer exiting first, it might indicate the agent is hanging up on customers.

DB View

This report maps to this DB View: AgentProductivityview.

Enter Parameter Values for an Integrated Installation

If you are running Reports in an integrated Response Live installation, refer to this section. If you are running Reports in a stand alone Response Live installation, refer to the section for stand alone reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

Agent Name

Select a specific agent from a list.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Enter the date range you want to report to cover.

Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Enter Parameter Values for a Stand Alone Installation

If you are running Reports in a stand alone Response Live installation, refer to this section. If you are running Reports in an integrated Response Live installation, refer to the section for integrated reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu.

Fields

Beginning Date

Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

Ending Date

Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Agent Names

ALL, select specific agents from a list.

Report Results

The following table describes the information provided in the Agent Productivity Report columns.

Column	Description
Agent Name	Shows the agents selected.
Total Chat Time	Total chat time is the time spent by an agent with customers across chat sessions.
All Calls	Shows the number of calls handled by an agent with and without transfers and AHT. The number of calls is equal to the sum of above calls and AHT is the average of AHT of the above columns.
Calls Handled- Without Trans	Shows the number of calls handled and the Average Handle Time (AHT) for calls handled by an agent without transfer. Handle Time is the time from start of the call to end of the call.
Calls Handled- With Trans	To Shows the number of calls handled and AHT for calls handled by an agent where the agent transferred calls to another agent. Handle Time is the time from start of the call to when the originating agent leaves session.
Calls Handled- With Trans To	Shows the number of calls handled and AHT for calls handled by an agent where the call was transferred from another agent to the agent. Handle Time is the time from the transfer of the call to when the agent leaves the call or the end of the call or the customer exits from the call.

Output

Select the output that you want the report to be delivered in. This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

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