Introduction

The Agent Summary Report provides supervisors with a concise overview of agent performance related to call handling, emails, chats, and status duration. This report is useful for gaining a quick summary of agent activities and evaluating service levels in a single view.

Purpose of the Report

This report assists supervisors in assessing the overall efficiency and performance of agents by providing a summarised breakdown of logged-in time, handled interactions, and time spent in various statuses. It helps supervisors track key metrics and make data-driven decisions to improve agent productivity.

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 Segment: Time period covered in the report.

Logged In Time: Total time the agent was logged in.

Routed Calls

Number (#): Total number of routed calls offered to the agent.

Service Level (SL %): The percentage of routed calls answered within the defined agent service level time.

Talk Time: Total time spent on the phone handling routed calls.

Other Interactions

Emails: Number of routed emails handled by the agent.

Chats: Number of routed web chats handled by the agent.

Status

Total Time in Status: Aggregated time the agent spent in different statuses throughout the reporting period.

Totals

Overall Totals: Summarised metrics for all selected agents in the report.

Use Case Example

A supervisor notices that one agent has a significantly lower service level percentage compared to others. Upon reviewing the Agent Summary Report, it becomes evident that the agent spends more time on each call, leading to fewer calls handled within the service level. The supervisor discusses time management techniques with the agent to improve efficiency while maintaining service quality.

Conclusion

The Agent Summary Report is an effective tool for supervisors to monitor overall agent performance across various interaction types. By utilising this report, supervisors can identify strengths and areas for improvement, ultimately enhancing team performance and customer satisfaction.