The Inbound Agent Report allows you to monitor agent performance over time. It show key statistics for the agent's handling of inbound calls.
The top table shows the parameters of the report when it was generated. You can specify a date and time range, and focus on particular projects if desired. For more information about running reports, see this article.
Summary
|
Agent name |
Each row of the report displays one agent’s statistics. |
|
Offered |
Shows the number of calls that were offered to the agent. |
|
Answered |
The number of offered calls which the agent answered. |
|
Lost contacts |
The number of offered calls where the customer hung up before the agent answered. |
|
Answer % |
A ratio of calls answered to calls offered. |
|
AHT |
The average time the agent spent handling calls. |
|
Total ACW |
The total time the agents spent after calls before taking their next call. |
|
Max HT |
Maximum time spent handling a customer call. |
|
Min HT |
Least time spent handling a customer call. |
|
Transferred % |
Ratio showing how many calls of the calls offered to the agent resulted from transfers. |
Further clarification
Transferred %
To calculate this statistic, the system looks at the total number of calls offered to the agent, and shows the percentage of those calls which came from transfers in. Note that this is a percentage of calls offered, not calls answered. If a customer hangs up before the agent picks up it still counts towards this value.