RingCX
historical dashboards: Agent Activity
==============================================================================================================
RingCX
Analytics provides several dashboards organized by categories that provide data on current information. Most reports used in dashboards can be found in the [Standard folder of Historical reports](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "").
The Agent Activity dashboard provides an overview of agent activity within
RingCX
's voice and digital channels.
Note:
* You'll need the appropriate level of access to see your full account details. For more information, read [an introduction to admin roles](https://support.ringcentral.com/article-v2/Intro-to-admin-roles-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* Some parts of the app may still use the term insights to refer to reports.
Accessing the dashboard
-----------------------
* Sign in to [
RingCX
](https://ringcx.ringcentral.com/ "").
* Click the **Analytics** tile.
* In the left navigation bar, click the **Historical dashboards** icon.
* Select **Standard** , then **Agent Activity**.
Exporting dashboard data
------------------------
You can:
* [Export an entire dashboard](https://support.ringcentral.com/article-v2/Managing-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
* [Export data from most of the reports in a dashboard](https://support.ringcentral.com/article-v2/Managing-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US#GUID-5327a29c-6c8c-4845-b82e-9d923fa3a901-en_us_exporting-report-historical-dashboards "")
Filters
-------
Click the arrows in any filter to sort and narrow your dashboard data.
* **Date Range**: The range of dates for which the dashboard displays data. Defaults to the last 7 days.
* **Account ID**: The ID of the account that the dashboard displays.
* **Account**: The sub-account that the dashboard displays.
* **Channel Type**: Select data from one or more communications channels.
* **Agent Group**: Select data from one or more groups of agents.
* **Agent Group ID**: Lets you use group ID numbers to select data from one or more groups of agents.
* **Agent Team**: Select data from one or more teams of agents.
* **Agent Location**: Select data from one or more agent locations.
* **Agent Full Name**: Lets you use agents' names to select data from one or more agents.
* **Agent ID**: Lets you use agents' ID numbers to select data from one or more agents.
* **Agent Disposition**: Lets you use agents' dispositions to select data from one or more agents.
Agent KPIs section
------------------
The Agent KPIs (Key Performance Indicators) displays data about agents' overall productivity.
Note:
* The information below assumes that the **Date Range** filter is set to 7 days.
* Hover over any metric to display the **Info** (question mark) and **Alert** (bell) icons.
* Click **Info** to learn more about the metric.
* Click **Alert** to create an alert that will be emailed to your chosen recipients when the figure in that metric changes by a specified number over a specified time period.
* **Agents** : The total number of agents logged in during the specified date range.
* **Change** compares the current agent count with the agent count in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current occupancy percentage with the percentage from 7 days earlier.
* **Voice Login Time Utilization** : Percentage of an agent's login time that they spent handling voice customer interactions.
* **Change** compares the current percentage with the percentage in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current utilization percentage with the percentage from 7 days earlier.
* **Agent Voice Occupancy** : Percentage of time that agents spent in productive voice work, expressed as a percentage of their total time available for voice interactions.
* **Change**compares the current percentage with the percentage in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current occupancy percentage with the percentage from 7 days earlier.
* **Digital Login Time Utilization** : Percentage of an agent's login time that they spent handling digital customer interactions.
* **Change**compares the current percentage with the percentage in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current utilization percentage with the percentage from 7 days earlier.
* **Agent Digital Occupancy** : Percentage of time that agents spent in productive digital work, expressed as a percentage of their total time available for digital interactions.
* **Change**compares the current percentage with the percentage in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current occupancy percentage with the percentage from 7 days earlier.
* **Interactions** : The total number of inbound and outbound interactions in your RingCX platform.
* **Change**compares the current number of interactions with the number of interactions in the previous time interval of the same duration. Expressed as a percentage. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current number of interactions with the number of interactions from 7 days earlier.
* **Interactions Assigned** : The number of interactions assigned to an agent.
* **Change** compares the current number of assigned interactions with the number of interactions in the previous time interval of the same duration. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current number of assigned interactions with the number of assigned interactions from 7 days earlier.
* **Interactions Handled** : The number of interactions that agents handled.
* **Change** compares the current number of handled interactions with the number of interactions in the previous time interval of the same duration. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current number of handled interactions with the number of handled interactions from 7 days earlier.
* **Agent Acceptance Rate** : Percentage of assigned interactions that an agent handled.
* **Change** compares the current agent acceptance rate with the agent acceptance rate in the previous time interval of the same duration. Green indicates an increase; red indicates a decrease.
* **Prev. 7d** compares the current acceptance rate with the rate from 7 days earlier.
* **RNA (Ring No Answer) Rate** : The percentage of calls that arrived to the agent's phone but were not answered by that agent.
* **Change** compares the current RNA percentage with the percentage in the previous time interval of the same duration. Red indicates an increase; green indicates a decrease.
* **Prev. 7d** compares the current RNA rate with the rate from 7 days earlier.
* **Avg Handle Time** : The average time in which an agent handles an interaction. Includes wrap time and hold duration.
* **Change** compares the current average handle time with the average handle time in the previous time interval of the same duration. Expressed in minutes/seconds. Red indicates an increase; green indicates a decrease.
* **Prev. 7d** compares the current average handle time with the average handle time from 7 days earlier.
Trends section
--------------
The Trends section displays daily and monthly trends about agents, interactions, and agent time.
* **Agents and Handled Interactions** : Graphs the number of agents and their interactions over time. Click any dot on the blue **Interactions Handled** line to see a downloadable pie chart of the number of interactions per channel for the selected day.
* **Agent Ring Time, Talk Time \& Wrap Time**: Charts the daily total of ring, talk, and wrap time of agents' segments. Click any bar to see a downloadable pie chart of agents' time spent, per channel, for the selected day.
* **Agents Monthly Trend**: Charts the number of logged-in agents per month. Click any numbered dot to see an exportable chart of daily logins.
* **Avg Interaction per Day**: The average number of interactions handled by an agent per day.
Agent Login and Interaction Time Distribution section
-----------------------------------------------------
The Agent Login and Interaction Time Distribution section displays data about the amounts of time that agents spend in interactions in various channels.
* **Voice Login Time**: Charts voice login time expressed as relative percentages of Voice Available Time Rate, Voice Engaged Time, and Other Login Time.
* **Digital Login Time**: Charts digital login time expressed as relative percentages of Digital Available Time Rate, Digital Engaged Time, and Other Login Time.
* **Agent Interaction Time by Channel Type**: Charts interaction times (Wrap Time, Talk Time Rate, and Ring Time) across multiple channels (email, SMS, voice, and web chat).
Agent Activity Details section
------------------------------
The Agent Activity Details section contains six charts and metrics that display granular data about how your agents spend their time.
### Agent Handle Time Analysis
This bubble chart plots agents on a graph that displays any correlation between their average talk time (x-axis) and average wrap time (y-axis).
* Each bubble represents one agent.
* Bubble size represents that agent's total number of handled segments.
* Avg Talk Time is the average amount of time that an agent spends talking to a customer.
* Avg Wrap Time is the average amount of time that an agent spends submitting interaction dispositions.
Hover over any bubble to see a popup that displays the agent's name, average talk time, average wrap time, and number of segments.
### Voice Agent Utilization \& Occupancy Trend
This line chart displays a daily trend of Voice Agent Utilization and Voice Agent Occupancy over time. Hover over any dot to see a popup that displays the date and the Voice Agent Occupancy percentage.
* Voice Agent Utilization (orange line) is the percentage of paid time that an agent is either performing productive work or available to handle voice transactions.
* Voice Agent Occupancy (blue line) is the time that an agent is engaged in productive voice interactions, expressed as the percentage of time they are available for productive work.
### Digital Agent Utilization \& Occupancy Tren
This line chart displays a daily trend of Digital Agent Utilization and Digital Agent Occupancy over time. Hover over any dot to see a popup that displays the date and the Digital Agent Occupancy percentage.
* Digital Agent Utilization (orange line) is the percentage of paid time that an agent is either performing productive work or available to handle digital transactions.
* Digital Agent Occupancy (blue line) is the time that an agent is engaged in productive digital interactions, expressed as the percentage of time they are available for productive work.
### Avg Interaction per Day by Agent
Graphs the average number of each agent's daily interactions. Hover over any bar to see a popup that displays the agent's name and average number of daily interactions.
### Acceptance Rate per Agent
Graphs each agent's acceptance rate. Acceptance rate is calculated by dividing handled interactions by assigned interactions. Hover over any bar to see a popup that displays the agent's name and acceptance rate.
### Agent Activity Report
Shows statistics for agent activity, broken down by individual agents and by agent group. To use this report:
* Click any header to sort chart data by that header.
* Click the arrow in any header to arrange in ascending or descending order.
* Hover between any two columns, then drag the blue line to expand or reduce a column's width.
* Scroll up/down as well as left/right to see all columns.
You can sort an Agent Activity Report by the following fields, which appear from left to right:
* **Agent Group**: Groups of one or more agents.
* **Agent Full Name**: Names of specific agents.
* **Agent ID**: Agents' ID numbers.
* **Interactions**: Total number of interactions that an agent or group has had.
* **Interactions Assigned**: Total number of interactions assigned to an agent or group.
* **Interactions Handled**: Total number of interactions handled by an agent or group.
* **IN Interaction Handled**: Total number of inbound interactions handled by an agent or group.
* **OB Interaction Handled**: Total number of outbound interactions handled by an agent or group.
* **Acceptance Rate**: Percentage of interactions that an agent accepted.
* **RNA**: Total number of interactions marked as Ring No Answer (RNA)
* **RNA %**: Percentage of interactions marked as Ring No Answer (RNA) by an agent or group.
* **Manual Dial Rate**: Percentage of an agent's or group's calls that were dialed manually.
* **Manual Dial No Connect Rate**: Percentage of an agent's or group's manually dialed calls that did not reach their intended contacts.
* **Avg Handle Time**: The average amount of time that an agent or group took to handle their interactions.
* **Avg Ring Time**: The average amount of time that a call rang before an agent picked it up.
* **Avg Talk Time**: The average amount of time that an agent spoke to their customer.
* **Avg Hold Time**: The average amount of time that an agent put a call on hold.
* **Avg Wrap Time**: The average amount of time an agent spent after the end of an interaction to submit their disposition.
* **Login Time**: Total agent login time.
* **Voice Agent Login Utilization**: The percentage of an agent's login time spent handling voice customer interactions.
* **Voice Agent Occupancy Rate**: The percentage of the time that an agent was available for voice interaction work.
* **Digital Agent Login Utilization**: The percentage of an agent's login time spent handling digital customer interactions.
* **Digital Agent Occupancy Rate**: The percentage of the time that an agent was available for digital interaction work.
### Interactions by Channel Type by Agent
Table that displays the distribution of interactions across all channels that agents handle.
### Agent to Agent Transfer
Table that displays interactions transferred between agents, including transfer type and transfer mode.
You can sort the Agent to Agent Transfer Report by the following fields, which appear from left to right:
* **Date**: Date of an interaction.
* **Previous Agent**: Full names of agents who transferred interactions.
* **Previous Agent ID**: Unique identifiers of agents who transferred interactions.
* **Agent**: Full names of agents to whom interactions were transferred.
* **Agent ID**: Unique identifiers of agents to whom interactions were transferred.
* **Transfer Type**: Cold or warm transfer.
* **Transfer Mode**: Manual or automated transfer.
* **Interactions** : Total number of interactions that an agent transferred to other agents. Click the number in this field to open the [Agent to Agent Transfer Interaction Details](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") report and view information about the agents and products involved in the interaction transfers. In that window, you can click **Export** in the lower right corner to download the interaction data.
### Agent to Product Transfer
Table that displays interactions transferred from agents to different products, such as a voice or digital queue, including transfer type and transfer mode.
You can sort an Agent to Product Transfer Report by the following fields, which appear from left to right:
* **Date**: Date of an interaction.
* **Previous Agent**: Full names of agents who transferred interactions.
* **Previous Agent ID**: Unique identifiers of agents who transferred interactions.
* **Product**: Name of the product to which interactions were transferred.
* **Product ID**: Unique identifier of the product to which interactions were transferred.
* **Product Type**: Type of the product, such as a voice or digital queue, to which interactions were transferred.
* **Transfer Type**: Cold or warm transfer.
* **Transfer Mode**: Manual or automated transfer.
* **Interactions** : Total number of interactions that an agent transferred to other products. Click the number in this field to open the [Agent to Agent Transfer Interaction Details](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") report and view information about the agents and products involved in the interaction transfers. In that window, you can click **Export** in the lower right corner to download the interaction data.
### Agent to Agent Interactions Chart
Visual graph that shows the path of an interaction transferred from one agent to another. Hover over any interaction path to view the names of the agents involved in the transfer, and the number of interactions being transferred between them.
Click any path to open the [Agent to Agent Transfer Interaction Details](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "") report and view information about the agents and products involved in the interaction transfers. In that window, you can click **Export** in the lower right corner to download the interaction data.
**Additional resources**
[Intro to Historical dashboards in
RingCX
Analytics](https://support.ringcentral.com/article-v2/Intro-to-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[Standard Historical Reports in
RingCX
Analytics](https://support.ringcentral.com/article-v2/Standard-Historical-reports-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[Intro to metrics and attributes
RingCX
Analytics](https://support.ringcentral.com/article-v2/Intro-to-metrics-and-attributes-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")
[Managing Historical dashboards in
RingCX
Analytics](https://support.ringcentral.com/article-v2/Managing-Historical-dashboards-in-RingCX-Analytics.html?brand=RingCentral&product=RingCX&language=en_US "")