The Agent Statistics report provides information about the number of interactions handled by your agents and the number of interactions that are scored, for a specific period. The report also provides information about the scores (for example, highest and lowest scores for each agent).
To access the Agent Statistics report, on the WFO tab, click SpeechIQ > Reporting > Agent Statistics. The Agent Statistics window appears. By default, the page displays the report for the current week.
- To access a report for a different period or for different parameters, use the Advanced Search icon (
). For more information, see Creating a Saved Search - To add the report into automated reports, see Creating Automated Reports.
- To export a report to a Microsoft Excel workbook, click the Export icon (
). - To customize the table columns view, see instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Report Data Descriptions
The following table describes the statistics displayed in the Agent Statistic report for an agent.
| Statistic | Description |
|---|---|
| Total Calls | Total number of calls handled by the agent. |
| Total Scored | Total number of calls that are scored. |
| Scored | Percentage of calls that are scored. |
| Avg Score | Average score of calls, in percentage. |
| Avg Duration | Average duration of calls. |
| Avg Silence | Average duration of silence in calls. |
| Avg Talk Over | Average duration of talk over in calls. |
| Avg Agent Sentiment | Average sentiment of the agent, in percentage. |
| Avg Customer Sentiment | Average sentiment of the customer, in percentage. |
| Highest Score | Highest score of the agent. |
| Lowest Score | Lowest score of the agent. |
To view detailed information, click the highlighted values. A Search and Score dashboard containing detailed information about the report is displayed.