Agent Summary Report

The Agent Summary Report contains a summary of agent activities, including call and agent state activities.

Note

The average talk time, maximum talk time, hold time, and others are only for inbound Automatic Call Distribution (ACD) calls that are received by the agent. These values are incremented for every inbound call, but for outbound calls the field values are not incremented. The values are zero.

Charts

The following charts are available:

Chart name	Description
Average Talk Time, Hold Time & Work Time by Agent	Displays the average time that an agent spends in Talking and Work states, and the time the agent puts the calls on hold.
Call Handle Ratio by Agent	Displays the number of calls handled by an agent divided by the number of calls routed to that agent.
Total Calls Handled by Agent	Displays the number of calls handled by an agent.

Fields

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Extension	Last active Unified CCX extension that Unified Communications Manager assigned to the agent.
Average Logged in Time	Average logged-in time = Logged-in time of the agent / Number of logged-in sessions of the agent
Calls Handled	Calls that are connected to the agent. If the agent establishes a conference with another agent, this value increases by one for the conferenced agent. If the agent transfers a call and the call is transferred back to the agent, this value increases by two. Summary info—Sum of values in this column.
Calls Presented	Calls that are sent to the agent, regardless of whether the agent picks up the call. If a call is connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented). Summary info—Sum of values in this column.
Handle Ratio	Handle ratio = Calls that the agent handled / Calls that are routed to the agent Summary info—Overall percentage.
Handle Time—Avg	Average handle time for all calls that the agent handled. Handle time = Talk time + Hold time + Work time
Handle Time—Max	Longest handle time of any call that the agent handled.
Talk Time—Avg	Average talk time for calls that the agent handled. Elapsed time between the time an agent connects to a call and time when the call is disconnected or transferred, not including hold time.
Talk Time—Max	Longest talk time of any call that the agent handled.
Hold Time—Avg	Average hold time for calls that the agent handled.
Hold Time—Max	Longest hold time of any call that the agent handled.
Work Time—Avg	Average time that an agent spent in Work state after calls.
Work Time—Max	Longest time that an agent spent in Work state after a call.
Idle Time—Avg	Average time that an agent spent in Not Ready state.
Idle Time—Max	Longest time that an agent spent in Not Ready state.

Filter criteria

You can filter using any one of the following parameters:

Note

For Top N and Bottom N parameters, specify the number (N) of agents. For example, if you specify 3 for the Top N Calls Handled/Presented Ratio parameter, the report shows the three agents with the largest ratios. If there are more than n agents, where n is the number that you specify, have identical largest or smallest values, the report shows the first n agents in alphabetical order.

Filter parameter	Result
Resource Group Names	Displays information for agents who belong to the specified resource groups. For logged-in and idle time, displays information of the agent, only for the time when the agent belonged to one of the selected resource groups. For all other report parameters, displays information of the agent without including the time when the agent belonged to one of the selected resource groups.
Agent Names	Displays information for the specified agents.
Skill Names	Displays information for agents who possess the specified skills. For logged-in and idle time, displays information of the agent, only for the time when the agent was associated with one of the selected skills. For all other report parameters, displays information of the agent without including the time when the agent was associated with one of the selected skills.
Team Names	Displays information for agents who belong to the specified teams. For logged-in and idle time, this report displays information of the agent, only for the time when the agent belonged to one of the selected teams. For all other report parameters, this report displays information of the agent without including the time when the agent belonged to one of the selected teams.
Top N Calls Handled / Presented Ratio	Displays information for agents with the largest ratios of calls handled to calls routed.
Bottom N Calls Handled / Presented Ratio	Displays information for agents with the smallest ratios of calls handled to calls routed.
Top N Avg Hold Time	Displays information for agents with the longest average hold times.
Bottom N Avg Hold Time	Displays information for agents with the shortest average hold times.
Top N Avg Talk Time	Displays information for agents with the longest average talk times.
Bottom N Avg Talk Time	Displays information for agents with the shortest average talk times.
Top N Avg Work Time	Displays information for agents with the longest average work times.
Bottom N Avg Work Time	Displays information for agents with the shortest average work times.
Top N Avg Handle Time	Displays information for agents with the longest average handle times.
Bottom N Avg Handle Time	Displays information for agents with the shortest average handle times.

Grouping criteria

None