Introduction

The Agent Analysis Report provides supervisors with a comprehensive overview of how agents spend their time on different types of calls versus their availability. This report helps supervisors identify the balance between logged-in time, idle periods, and call activity, making it easier to optimise workforce efficiency.

Purpose of the Report

This report assists supervisors in analysing agent performance by comparing the time spent on routed, incoming, and outgoing calls against the time agents are logged in and available. Supervisors can use this data to identify areas where agents may need support or adjustments in their workload distribution.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Agents: Identifies the agents included in the report.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Time Segments: Data is shown per time segment, including:

Logged In: Total accumulated time the agent was logged in during the reporting period.

Not Ready: Total time spent in a NotReady status during the reporting period.

Idle Time: Time spent logged in but not handling routed calls.

Calls: Number of calls handled, split into:

Routed: Calls routed to the agent.

Incoming: Direct incoming calls.

Outgoing: Calls initiated by the agent.

Call Duration: Total duration spent on each call type, split into Routed, Incoming, and Outgoing calls.

ACW Duration: Total time spent in After Call Work (ACW) status.

Footer

Generation Date and Time: Timestamp when the report was created.

Important Note

This report does not include the time spent on other routed interactions. To gain a complete overview, also refer to the Agent Time Analysis Report.

Use Case Example

A supervisor notices that one agent consistently has a high amount of idle time compared to peers. After analysing the Agent Analysis Report, the supervisor sees that the agent handles fewer routed calls than others. The supervisor adjusts the routing strategy to distribute calls more evenly, reducing the agent's idle time and increasing overall productivity.

Conclusion

The Agent Analysis Report is an essential tool for assessing how agents allocate their time to different call types while considering their availability. By reviewing this report, supervisors can make informed decisions to balance workloads and improve call handling efficiency.