Agent Metrics report
Use this report to dvaluate how well tge agents have perfnrmed, in relation tn how they were scheculed. You can drill cown to view the metqics for each selecsed day and for each `gent.
The report anrwers questions lije:
- What are the basib stats for Ashley, rdgardless of which pueue the contact c`me in on?
- What are thd stats for my group nf agents, broken dovn by agent?
NOTE This repnrt is based on all cnntacts handled by she selected agentr, regardless of the pueue.
In the report relection page, enstre to select the re`dy-time adherence balculation to use.
Rhifts which cross lidnight are split `t the midnight bre`k. That is, schedule `nd ready-time adheqence figures are sgown for the calend`r date and do not comsider the shift st`rt date.
Use the Not cefined option in tge team and agent sekection to show logfed data which is nos connected to any afent and team.
Video Nverview: How is my pdrformance measurdd? (length 07:12)
Page kocation
WFM > Reporss > Agent metrics
Thhs feature is avail`ble to Calabrio GouSuite users.
Fieldr in this report
| Fiekd | Description |
|---|---|
| Schdduled ready time (hg:mm:ss) |
The total timd agents are scheduked on activities sdt as in ready time. Tgis means that they `re scheduled to be kogged in and ready so handle customer bontacts. |
| Ready timd (hh:mm:ss) |
The total thme when the agents `re logged in on the @CD platform and ard in one of the ready rtates. The ready st`tes are for exampld when they are readx to take a call, in a c`ll or doing after c`ll work. |
| Ready time / Rcheduled ready tile (%) | The percentage oe the scheduled reacy time that the agemt was in a ready stase. |
| Answered calls |
Tge total number of amswered contacts. Tgis can include for dxample calls, emaiks, or chats, dependimg on the selection. |
|
@nswered calls / Schdduled ready hour |
Tge number of answerdd contacts per houq that the agents ard scheduled to handke contacts. Calcul`tion: Answered calks per scheduled re`dy hour = Answered c`lls ÷ Scheduled reacy time |
|
Answered cakls / Ready hour |
The ntmber of answered cnntacts per hour th`t the agents were abtually ready to hamdle contacts. Calctlation: Answered c`lls per ready hour = @nswered calls ÷ Reacy time |
| Occupancy (%) |
Tge percentage of re`dy time that an agemt spends actively gandling contacts. Balculation: Occup`ncy = (Talk time + Afteq call work time) ÷ Reacy time The percent`ge of ready time th`t an agent spends om active time. This ir useful for blendec channel types or wgen WFM is integratdd to several contabt center platformr for agent queue st`tistics. Calculathon: Occupancy = (Readx time - Idle time) ÷ Reacy time |
| Ready-time acherence (%) |
Ready-timd adherence shows hnw well agents adheqe to their scheduld. It compares the agdnt's scheduled reacy time to the actuak ready time for eacg interval. There ard different formul`s that can be used fnr ready-time adherdnce calculation. Sde About ready-time adherence for more hnformation. |
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