Introduction

The Agent Performance Report is a valuable tool designed to help contact centre supervisors monitor and evaluate the performance of individual agents. This report provides insights into the workload, productivity, and efficiency of agents across various types of media, allowing supervisors to identify areas for improvement and provide targeted support.

Purpose of the Report

The report is essential for tracking agent performance related to one or more routers within a specified period. It enables supervisors to identify which agents are performing well and which may require additional monitoring or support. By analysing key metrics, supervisors can make data-driven decisions to enhance overall contact centre performance.

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 Routers and Agents: Identifies the routers and agents included in the report.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Logon Time: The first logon time of the agent during the reporting period. If the agent was already logged on before the report period, a dash (“-”) will be shown.

Logon Duration: The accumulated time the agent was logged on, regardless of active status.

Medium: The type of medium used for interactions (e.g., phone, chat).

Interactions:

Routed: Total interactions routed from the selected router(s) to the agent.

Answered: Routed interactions that the agent answered.

Incoming: Answered direct interactions to the agent.

Outgoing: Outgoing interactions initiated by the agent.

Answering Time:

Average (Avg) and Maximum (Max): Time taken to answer routed interactions (Format MM:SS).

Call Duration:

Avg, Max, and Total: Time between answering and ending the call (Format MM:SS).

After Call Work (ACW) Time:

Avg, Max, and Total: Time spent on after-call work (Format MM:SS).

Service Level: Percentage of calls answered within the defined service level time.

Total: Summary of totals or maximum values per agent.

Footer

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

Use Case Example

A supervisor notices that one agent consistently shows a high average answering time and ACW time compared to peers. By reviewing the Agent Performance Report, the supervisor identifies that this agent is frequently handling complex customer issues that require longer follow-up tasks. As a result, the supervisor decides to provide additional training on efficient follow-up procedures and ensures the agent has access to support during challenging interactions.

Conclusion

The Agent Performance Report is a crucial resource for maintaining high service quality and agent efficiency within a contact centre. By leveraging the data presented in the report, supervisors can make informed decisions to support their teams and optimise performance.