Engage Voice | Scheduled Reports: Agent reports

Table of contents

Notice

Scheduled Reports is discontinued for customers onboarded after October 18, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.

Agent Account Report

The Agent Account Report provides details for each agent account included based on the selected criteria.
  • Username: Username of the agent.
  • Password: The agent’s password used to log in to the Agent UI.
  • Default Login Phone: Default phone number or SIP address that the agent will use to make or receive calls.
  • Last Login Date: The last date the agent logged in.
  • Agent Type: Displays whether agent is an Agent, Supervisor, Multi-User Agent, or Multi-User Supervisor.
  • External Agent ID: Information entered in the Ext. Agent ID field.
  • Active Account: Indicates whether Allow Login is enabled for the agent.
  • Allow Inbound: Indicates whether the agent can take inbound calls.
  • Allow Outbound: Indicates whether the agent can take outbound calls.
  • Allow Blended: Indicates whether the agent can log in to both inbound queue and outbound campaigns at the same time.
  • Allow Off-Hook: Indicates whether the agent can establish and open a connection to the platform (an offhook session).
  • Allow Call Control: Indicates whether the agent is allowed access to the Hold, Transfer, Hangup, and Requeue controls for calls in the agent interface.
  • Allow Login Control: Indicates whether the agent is allowed to modify login parameters, including their phone number or SIP address, or any queues, campaigns, or digital queues to which they are assigned.

Agent Activity Overview

The Agent Activity Overview report provides information on agent activity, including the various agent states and calls. The report provides an overview of statuses, followed by specific call types and sources.
  • Agent ID: ID number of the agent information in this section.
  • Name: Name of the agent.
  • Team: Information entered in the Team field of the agent configuration.
  • Presented: Total number of calls presented to the agent.
  • RNA: Number of calls presented to the agent but not answered.
  • Talk Time: The total amount of time an agent spent on calls for the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Login Time: A calculation from the time the agent logged in to when they logged out of the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking, then the login utilization would be 42% (25/60 * 100 = 42%).
  • Off Hook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Off Hook Utilization: Calculates the percentage of talk time the agent spent offhook (Talk Time/Off Hook Time * 100).
  • Work Time: Calculated based on the total time the agent was logged in to the session, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Break Time: The total time the agent spent in the “On-Break” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds).
  • P.D. Time: “Pending Disposition Time” — How much time the agent spent after calls without submitting the disposition. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Engaged Time: How long the agent state is ENGAGED on a call. It is displayed HH:MI:SS (hours, minutes, seconds).
  • RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Call Type: Each row will provide information on a specific type of call, Inbound, Manual-Outbound, or Outbound.
  • Source Name: For Inbound or Outbound, displays the name of the queue or campaign.
  • Calls: The number of calls originating from this type and source.
  • Minutes: Total number of minutes between the calls for this row.

Agent Activity Report

The Agent Activity Report provides information on calls for each agent with activity in the time period specified.
  • Call Type: Each row will provide information on a specific type of call, inbound, manual-outbound, or outbound.
  • Source ID: For inbound or outbound, displays the ID number of the queue or campaign.
  • Source Name: For inbound or outbound, displays the name of the queue or campaign.
  • Calls: The number of calls that originated from this type and source.
  • Minutes: Total number of minutes between the calls for this row.

Agent Overview Report

The Agent Overview Report provides a summary of each agent’s activity, including time spent in various states, and a breakdown of call dispositions.
  • Total Login Sessions: Total number of separate login sessions for the date range specified.
  • Presented: Total calls presented to the agent.
  • Accepted: Total calls answered by the agent.
  • RNA: Number of times calls were presented to the agent but not answered.
  • Total Login Time: Calculated based on the time the agent logged in to when they logged out of all sessions included in the report. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Offhook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Talk Time: The total amount of time an agent spent on calls. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Avg Talk Time: The average time the agent spent on calls. This calculates within the database directly so there is no rounding (talk time/accepted). It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Work Time: Calculated based on the total time the agent was logged in to all sessions, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Break Time: Calculated by summing up the total time the agent spent in the “On-Break” User State during all sessions in the report. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total Engaged Time: How long the agent state is ENGAGED on a call. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Total RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed HH:MI:SS (hours, minutes, seconds).
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking then the login utilization would be 42% (25/60 * 100 = 42%).
  • Offhook Utilization: Calculates the percentage of offhook time the agent spent on active calls (Talk Time/Off Hook Time * 100).
  • Disposition Breakdown By Campaign: Lists all dispositions used by the agent, broken down by campaign, and will display the total number of calls for each disposition as well as a percentage of all outbound calls from that agent with that disposition.
  • Disposition Breakdown by Gate: Lists all dispositions used by the agent, broken down by queue, and will display the total number of calls for each disposition as well as a percentage of all inbound calls taken by the agent.

Agent State Change Report Raw

The Agent State Change Report Raw provides data for each new state an agent entered throughout the date range specified.
  • Agent ID: Identification number of the agent for this row.
  • Agent Login: Identification number for the agent login session.
  • External Agent ID: External ID (if any) set in the agent configuration.
  • Username: Agent username.
  • Last Name: Last name of the agent.
  • First Name: First name of the agent.
  • Team: Team entered in the agent configuration (if any).
  • State: New state the agent entered.
  • State DTS: Date/time the agent moved to the new state (Note: Because the field does not include seconds, there can be multiple states with the same DTS).
  • Duration: Time (in seconds) the agent was in this state.

Failed Outdial Reports

The Failed Outdial Report provides data for failed outdials throughout the date range specified.
  • Source ID: For inbound or outbound, displays the ID number of the queue or campaign.
  • Source Name: For Inbound or Outbound, displays the name of the queue or campaign.
  • UII: Unique identifier for the call. 
  • ANI: Number being dialed.
  • DNIS: Number of the caller if an outbound call, callee if an inbound call.
  • Orig. DNIS: Original number dialed by the caller if the call has been transferred to another DNIS.
  • Failed Dest: Failed destination of the caller.
  • Dial Disposition: Disposition associated with the call.
  • Dial Duration: Duration of the call dialing.
  • Dial Time: Time the call was dialed.
  • Agent ID: Identification number of the agent.
  • First Name: First name of the agent who placed the call.
  • Last Name: Last name of the agent who placed the call.
  • Username: Username of the agent who placed the call.

Manual Outbound Dial Report

The Manual Outbound Dial Report displays the details for any manual outbound calls made by agents on the platform.
  • UII: Unique identification number for the call.
  • Caller-ID: Caller ID presented to the callee. Set in the agent configuration in the Manual Outbound Default Caller ID field.
  • Dialed Number: The number dialed by the agent.
  • Call Time: Date/time the call was placed.
  • Duration: Length (in seconds) of the call.
  • First Name: First name of the agent who placed the call.
  • Last Name: Last name of the agent who placed the call.
  • Username: Username of the agent who placed the call.
  • Team: Team (if any) of the agent who placed the call.
  • Recording: Link to the recording of the call.
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