Use Agent Statistics to Intuitively Assess the Efficiency and Status of Each Agent
1. Work efficiency statistics
The Efficiency Statistics Report can be used to view the workload of agents and their corresponding customer satisfaction ratings
View the data
Data item explain
| Inbound item | Explain |
| Inbound calls |
Calls Distributed to Agents:
|
| Inbound rings | Agent-Side Ringing Count |
| Inbound answered | |
| Inbound missed | Number of calls assigned to agents after incoming calls but not answered by the agent. |
| Missed-Agent miss | Agent ring but not answered until user queue timeout |
| Missed-User abandon | User voluntarily abandons before agent answer |
| Answer(ring)% | Inbound agent answer count ÷ Inbound agent ring count. |
| ASA(sec) | Sum of call answer times for the agent within the selected range ÷ Number of calls |
| AVG Talk(sec) | Total talk time of agents ÷ Total number of calls agent answered |
| AVG ACW(sec) | Total after-call work time of agents ÷ Total number of calls agent answeredanswered |
| AVG Handle(sec) | Total handling time ÷Total number of calls, where handling time = answer time + talk time + after-call work time |
| Inbound item | Explain |
| Outbound calls |
Sum of agent dialing, callback, and redialing times within the selected range. |
| Outbound answered | Number of outbound calls made by the agent within the selected range and successfully answered |
| Outbound missed | |
| Outbound answer% | Outbound answer% |
| AVG Wait(sec) | Total time of agent wait for user answer ÷ Total number of calls user answered |
| AVG Talk(sec) | Total talk time of agents ÷ Total number of calls agent answered |
| AVG ACW(sec) | Total after-call work time of agents ÷ Total number of calls agent answeredanswered |
| AVG Handle(sec) | Total handling time ÷Total number of calls, where handling time = answer time + talk time + after-call work time |
| Satisfaction | Explain |
| Reviews |
|
| Satisfied | Number of customer evaluations rated as very satisfied or satisfied in the selected range |
| Dissatisfied | |
| Satisfaction% | Number of very satisfied and satisfied ratings ÷ Number of customer evaluations |
2. Work status statistics
Work Status Statistics can be used to view the distribution of agent work states after they log into the system