Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.
Click here if you only need to receive SMS messages.
Need SMS help? Our dedicated SMS/TCR team is here for you.
Need SMS help? Our dedicated SMS/TCR team is here for you. Chat with a live agent, ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages.
Intro to activity tracking reports in Engage Digital Analytics
Activity tracking reports are a standardized way to get information on the message and agent activity in your contact center. There are a variety of reports that represent the most common data that you may want to analyze. You can find activity tracking reports by navigating to
Analytics > Activity Tracking
and selecting a specific report.
About Full-Time Equivalent (FTE) mode
Most of the time, your agents have actual working times in the interface that vary from one agent to another. This makes comparing performance between agents more complex because the volume of production depends on the time they spend in the tool.
The full-time equivalent mode is available in certain reports, including the Messages activity, Conversations activity, and Interaction activity reports, to allow you to compare the performance of agents who work different amounts of time. You can turn this mode on or off by selecting
On
or
Off
from the
FTE
control. The default is
Off
. The system calculates the presence time of agents to extrapolate agent performance on the basis of an FTE. The calculation is based on presence time.
Enabling FTE in these reports allows you to see agent performance on an equal footing (by default, based on a seven-hour work day). For example, if an agent works for one hour during which they close 10 conversations, the extrapolation in FTE mode will be 70 closures. If their colleague closes 30 conversations in 3.5 hours, then the extrapolation in FTE mode will be 60 closures.