agent-performance-reporting
Call Center Dialer Software Solutions

Agent Performance Analytics by Accurate Reporting

Agent Time Detail

In this report you can view Agent Performance Analytics how much time agents spent on what.

  • Time Clock :- Time the agent has logged in to the time clock.
  • Agent Time :- Total time on the system (WAIT + TALK + DISPO + PAUSE).
  • Wait :- Time the agent waits for a call.
  • Talk :- Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
  • Dispo :- Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
  • Pause :- Time the agent is in pause mode (LOGIN + LAGGED + …).
  • Dead :- Time the agent is in a call after the customer has hung up.
  • Customer :- Time the agent is in a live call with a customer.
  • Connected :- Time the agent is waiting for a live call plus time in a live call with a customer.

Agent Status Detail

  • The Agents Status Summary Detail view displays real-time information about an agent’s statuses, including the length of time the agent stays in each status.
  • Data in the columns updates when the agent leaves a status.
  • This view updates automatically.

Agent Performance Detail

  • View detailed performance metrics for an agent or a group of agents, including a summary row of data for the dates displayed.
  • This view updates automatically except when you use filters from the Filters pane.

Team Performance Detail

  • See everything in one place so you can effortlessly manage your team, projects, clients and freelancers.
  • Get all the advanced features you need from time tracking to budgeting to resource allocation — to run effectively.
  • Grow when you’re ready by seamlessly adding CRM, Desk, Chat, or Spaces to your PM set-up.

Performance Comparison Report

  • We Provide Report on historical or real-time call center performance metrics.
  • We access all the data through highly visual dashboards.

Single Agent Daily-Time

  • We provide workforce management functions such as scheduling team assignments, and areas of expertise.
  • We Provide reporting of Daily time-spent of a Particular Agent.

Not Enough Data Available

  • We Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history and, Agent Performance Analytics.
  • Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

User Group Login Report

  • This feature shows the number of unique Users logged in for a single day rather than the number of times a User logged in per day.
  • You can also add a filter to this report to restrict the data to a single User per day.

User Group Hourly Report

This report contains two sections

– A header section that provides report ending time and trunk group administrative information

– A data section that provides the measurement data for 24 hours

User Stats

  • We Provide unique reports for all the users.
  • You can compare agent performance by queue, to accurately keep track of productivity and call handling percentages, together with call times and number of calls answered.
  • A simple and effective report to quickly gauge your best performing agents.

User Timesheet

  • This feature provides a Timesheet for all the agents.
  • The Timesheet feature is powerful, yet easy to use with functions like time reporting and expense tracking.