CISCO View Agent Personal Statistics User Guide
- June 9, 2024
- Cisco
Table of Contents
- CISCO View Agent Personal Statistics
- View Agent Personal Statistics
- Contacts| The number of customer contacts that the agent responds to within
- Abandoned Contacts| The number of customer contacts that no agent responds
- Contacts| The number of customer contacts that the agent responds to within
- Contacts Handled| The total number of customer interactions that the agent
- Contacts Waiting in Queue| The number of customer contacts in Queue at that
- Abandoned Contacts| The number of customer contacts that no agent responds
- Read User Manual Online (PDF format)
- Download This Manual (PDF format)
CISCO View Agent Personal Statistics
View Agent Personal Statistics
- View Agent Statistics, on page 1
- Summary Report, on page 2
- Agent Stats – Historic Report, on page 2
- Agent Stats – Realtime Report, on page 3
- Agent Stats by State – Historic Report, on page 4
- Agent Stats by State – Realtime Report, on page 4
- Team Stats – Historic Report, on page 5
- Team Stats – Realtime Report, on page 5
- Queue Stats – Historic Report, on page 6
- Queue Stats – Realtime Report, on page 6
- Agent Outdial Stats – Historic Report, on page 7
- Agent Outdial Stats – Realtime Report, on page 8
View Agent Statistics
Depending on the configuration of your agent profile by your Organization
Administrator, you can view your personal statistics. Click Agent Statistics
on the navigation bar to view your personal statistics.
The real time statistics are refreshed at a time interval that is configured
by your Organization Administrator. You can manually refresh the real time and
historical statistics information at any time by clicking the Refresh icon.
- When you sign out of the desktop, you must close the browser. Launch the browser and sign in to the desktop again to reflect the Customer Journey Analyzer configuration updates.
- If you are accessing Agent Performance Statistics in incognito (private browsing) mode, you must enable third-party cookies for Agent Performance Statistics reports to load successfully.
Summary Report
The APS Summary report displays the number of customers that you handle and
the average time that you take to wrap up customer conversations. You can
select the time period for which you want to view the data from the Channel
Type and Duration drop-down lists.
The Agent Desktop retains your filter selections even if you sign out, or
refresh or reload the browser. To reset filters to the default value, click
the Reset filters link.
Note The Reset filters link appears when you change the default value in a drop-down list to filter your report.
| Parameter | Description |
|---|---|
| Total Handled – Teams | The total number of customer interactions that the team |
handles.
Average Handled Time – Teams| The average time that the team takes to handle a
customer interaction.
Average Wrapup Time – Teams| The average time that the team takes to wrap up a
customer interaction.
Total Handled – Me| The total number of customer interactions that an agent
handles.
Average Handle Time – Me| The average time that an agent takes to handle a
customer interaction.
Average Wrapup Time – Me| The average time that an agent takes to wrap up a
customer interaction.
Note All the values that you see are for the duration and the channels that you select.
Agent Stats – Historic Report
This report displays the historical statistics of an agent. You can select the
time period for which you want to view the data from the Interval and Duration
drop-down. You can also view the report in a chart. You can see the summary of
the report at the end of the Detailed Summary table. Click the Launch icon at
the right side of the report or chart to view the report in Customer Journey
Analyzer.
The Agent Desktop retains your filter selections even if you sign out, or refresh or reload the browser. To reset filters to the default value, click the Reset filters link.
Note The Reset filters link appears when you change the default value in a drop-down list to filter your report.
The Detailed Summary report displays the following details:
| Parameter | Description |
|---|---|
| Interval | The time interval for the report. |
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Initial Log In Time | The login date and time of the agent. |
| Final Log Out Time | The logout date and time of the agent. |
| # Contacts Handled | The total number of customer interactions that the agent |
handles in the report interval.
Avg Handle Time| The average time that the agent takes to handle a customer
request. The average time includes the connected and wrap-up time.
Avg Wrapup Time| The average time the agent takes to wrap up a customer
interaction.
Agent Stats – Realtime Report
This report displays the statistics of an agent in real time. You can also view the report in a chart. You can see the summary of the report at the end of the Detailed Summary table. Click the Launch icon at the right side of the report or chart to view the report in Customer Journey Analyzer.
The Detailed Summary report displays the following details:
| Parameter | Description |
|---|---|
| Agent Session ID | A string to identify the login session of the agent. |
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Log In Time | The login date and time of the agent. |
| Log Out Time | The logout date and time of the agent. |
| # Contacts Handled | The total number of customer interactions that the agent |
handles in the report interval.
Avg Handle Time| The average time that the agent takes to handle a customer
request. The average time includes the connected and wrap-up time.
Avg Wrapup Time| The average time the agent takes to wrap up a customer
interaction.
Agent Stats by State – Historic Report
This report displays the historical statistics for the activity states of an
agent. You can select the time period for which you want to view the data from
the Interval and Duration drop-down. You can also view the report in a chart.
You can see the summary of the report at the end of the Detailed Summary
table. Click the Launch icon at the right side of the reports or chart to view
the report in Customer Journey Analyzer.
The Agent Desktop retains your filter selections even if you sign out, or
refresh or reload the browser.
To reset filters to the default value, click the Reset filters link.
| Parameter | Description |
|---|---|
| Interval | The time interval for the report. |
| Agent Session ID | A string to identify the login session of the agent. |
| Activity State | The state of the agent, such as Idle, Available, and so on. |
| State Duration | The duration the agent spends in the corresponding state. |
Agent Stats by State – Realtime Report
This report displays the statistics for the activity states of an agent in
real time. You can also view the report in a chart. You can see the summary of
the report at the end of the Detailed Summary table. Click the Launch icon at
the right side of the report or chart to view the report in Customer Journey
Analyzer.
The Detailed Summary report displays the following details:
| Parameter | Description |
|---|---|
| Agent Session ID | A string to identify the login session of the agent. |
| Activity State | The state of the agent, such as Idle, Available, and so on. |
| State Duration | The duration the agent spends in the corresponding state. |
Team Stats – Historic Report
This report displays the historical statistics for all the teams in the
organization of an agent. You can see the summary of the report at the end of
the table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Interval | The time interval for the report. |
| Team Name | The name of the team. |
| Agent Name | The name of the agent. |
| # Contacts Handled | The total number of customer interactions that the agent |
handles in the report interval.
Average Handle Time| The average time that the agent takes to handle a
customer request. The average time includes the connected and wrap-up time.
Average Wrapup Time| The average time the agent takes to wrap up a customer
interaction.
Team Stats – Realtime Report
This report displays the statistics for all the teams in the organization of
an agent in real time. You can see the summary of the report at the end of the
table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Team Name | The name of the team. |
| Agent Name | The name of the agent. |
| Current State | The status of the agent. |
| # Contacts Handled | The total number of customer interactions that the agent |
handles in the report interval.
Average Handle Time| The average time that the agent takes to handle a
customer request. The average time includes the connected and wrap-up time.
Average Wrapup Time| The average time the agent takes to wrap up a customer
interaction.
Queue Stats – Historic Report
This report displays the historical statistics for all the queues in the
organization of an agent. You can see the summary of the report at the end of
the table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Interval | The interval of the report. |
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Queue Name | The name of a queue. Queues are holding places for the customer |
contacts while they await to be assigned to agents. Contacts move from an entry point into a queue and then the system distributes it to agents.
Contacts| The number of customer contacts that the agent responds to within
the service level threshold that the Organization Administrator has
provisioned for the queue.
Avg Queue Wait Time| The average time a customer contact waits in a queue
before an agent responds to them.
Longest Contact In Queue| The longest time that a customer contact waits in a
queue before an agent responds.
Abandoned Contacts| The number of customer contacts that no agent responds
to.
Queue Stats – Realtime Report
This report displays the statistics for all the queues in the organization of
the agent in real time. You can see the summary of the report at the end of
the table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Queue Name | The name of a queue. Queues are holding places for the customer |
contacts while they await to be assigned to agents. Contacts move from an entry point into a queue and then the system distributes it to agents.
Contacts| The number of customer contacts that the agent responds to within
the service level threshold that the Organization Administrator has provisioned for the queue.
Contacts Handled| The total number of customer interactions that the agent
handles in the report interval.
Contacts Waiting in Queue| The number of customer contacts in Queue at that
time.
Avg Queue Wait Time| The average time a customer contact waits in a queue
before an agent responds to them.
Longest Handled Contact from Queue| The longest time that the customer contact
spends in the queue before an agent responds. Calls received in the last 24
hours are considered. Calls that are currently in queue are not considered.
Abandoned Contacts| The number of customer contacts that no agent responds
to.
Agent Outdial Stats – Historic Report
This report displays the historical statistics of the number of outbound
(outdial) calls made by an agent. You can see the summary of the report at the
end of the table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Agent Name | The name of an agent. |
| Interval | The time interval for the report. |
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Initial Login Time | The date and local time the agent logged in. |
| Outdial Contact Handled | The number of outbound calls handled within the |
interval.
Outdial Average Handle Time| The average time that an agent takes to handle
the outbound calls. The average time includes the
connected and wrap-up time.
Outdial Connected Time| The total amount of time that an agent spends talking
to the customer on an outbound call, including the hold time.
Outdial Average Connected Time| The average time that an agent spends talking
to the customer on an outbound call, including the hold time.
Outdial Talk Time| The total amount of time that an agent spends talking to
the customer on an outbound call, excluding the hold time.
Agent Outdial Stats – Realtime Report
This report displays the number of outbound (outdial) calls made by an agent
in real time. You can see the summary of the report at the end of the table.
The report displays the following details:
| Parameter | Description |
|---|---|
| Interval | The time interval for the report. |
| Agent Name | The name of an agent. |
| Channel Type | The mode of customer interaction, such as voice, email, or chat. |
| Login Time | The date and local time the agent logged in. |
| Outdial Contact Handled | The number of outbound calls handled within the |
interval.
Outdial Average Handle Time| The average time that an agent takes to handle
the outbound calls. The average time includes the connected and wrap-up time.
Outdial Connected Time| The total amount of time that an agent spends talking
to the customer on an outbound call, including the hold time.
Outdial Average Connected Time| The average time that an agent spends talking
to the customer on an outbound call, including the hold time.
Outdial Talk Time| The total amount of time that an agent spends talking to
the customer on an outbound call, excluding the hold time.
View Agent Personal Statistics
Read User Manual Online (PDF format)
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