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).

Agent Statistic Descriptions

The following table describes the statistics displayed in the Agent Statistic report for an agent.

Statistic

Description

Total CallsTotal number of interactions handled by the agent.
Total ScoredTotal number of interactions that are scored.
ScoredPercentage of interactions that are scored.
Avg ScoreAverage score of interactions, in percentage.
Avg DurationAverage duration of interactions.
Avg SilenceAverage duration of silence in voice calls.
Avg Talk Over

Average duration of talk in voice calls.

Avg Agent SentimentAverage sentiment of the agent, in percentage.
Avg Customer SentimentAverage sentiment of the customer, in percentage.
Highest ScoreHighest score of the agent.
Lowest ScoreLowest score of the agent.

Generating the Report

  1. Click the Advanced Search icon.
    The  Search window appears.

  2. As required, specify values in the fields and sections.

    Section

    Description

    Channels

    Communication channels (chat, email, SMS, or voice) for which you want to access the report or the recorded interactions. 

    You can select multiple channels.

    Date Selector

    Time period (either a date range or a custom period) for the report or recordings.

    DurationMinimum and maximum duration of calls (in seconds) for the report or recordings.
    Phone Numbers

    Phone numbers of inbound or outbound interaction. You can specify multiple numbers by pressing Enter after entering each number in the text box.

    Agents

    Agents who performed the interaction.

    • To add agents, in the Available section, select their names, and then click . To remove agents, in the Selected section, select their names, and then click .
    • You can filter the names in the sections by using the Filter by name box.
    • You can revert your changes by clicking .
    Agent Teams

    Agent teams to which the interaction belongs. 

    Keywords

    Keywords used by agents or customers.

    • To add a keyword, in the Keyword List field, select the keyword. If you want to specify your own keyword, in the Keyword field, enter the keyword, and then press Enter or click  . 
    • If you want the order of the keywords in the report to match the order of the keywords in the table, select the Exact Order checkbox.
    • You can customize the table by using the arrow next to a column heading.  
    • You can delete a keyword by hovering over it in the table and then clicking .
    Interaction UUIDs

    Interaction UUIDs (identifiers for recordings) that are applicable for the interactions. You can specify multiple interaction UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent UUIDs

    Interaction intent UUIDs that are applicable for the interactions. You can specify multiple interaction intent UUIDs by pressing Enter after entering each UUID in the text box.

    Interaction Intent Types

    Interaction intent types that are applicable for the interactions.

    Skills

    Skills assigned to the agents.

    Call Centers

    Call centers that are applicable for the interactions.

    Services

    Services that are applicable for the interactions.

    Assessors

    Assessors that are applicable for the interactions.

    Scorecards

    Scorecards that are applicable for the interactions.

    Scorecard Grades

    Scorecard grades that are applicable for the interactions.

    Metadata

    Metadata that are available for the interactions. 

    • To add metadata, in the Select Metadata field, select the metadata, and then, in the Possible Values cell, enter a value for the metadata.
    • You can customize the table by using the arrow next to a column heading. 
    • You can delete a keyword by hovering over it in the table and then clicking .
    Silence Percentage

    Minimum and maximum duration of silence in voice calls (in percentage).

    Talk Over PercentageMinimum and maximum duration of talk in voice calls (in percentage).
    Sentiment

    The sentiment (positive, neutral, or negative) of customers, agents, or both.

    Tags

    Tags that are applicable for the interactions.

    Trusted PartnersThe clients that are identified as trusted partners on the Trusted Partners tab under Client Editor in the platform. 
  3. Click Apply.

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.
  • Export the displayed report to a Microsoft Excel workbook by clicking the Export icon.
  • Refresh the table by clicking the Refresh icon.

Saved Search

If you frequently search for a report by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

  1. Click the Advanced Search icon.
    The  Search window appears.

  2. As required, specify values in the fields and sections.

  3. Click Save.
    The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

You can modify a saved search by first accessing the saved search and then clicking the Advanced Search icon.

Automated Reports

You can have the reports automatically generated and shared at a specific frequency and time. These automated reports are updated in real-time and delivered to the selected email recipients in a comma-separated value file.

  1. Click the Advanced Search icon.
    The Search window appears.
  2. Click Add Automated Report.
    The Add Automated Report window appears.

  3. As required, specify values in the following fields.

    FieldDescription
    NameName to identify the report by the recipient (for example, Weekly TPS Report). 
    Report Date

    Time period for the report. This field contains the following options:

    • Today
    • Yesterday
    • This Week
    • Month to Date
    • Last Month
    Frequency

    Frequency at which the report is generated and emailed to recipients. This field contains the following options:

    • Daily: Report is generated and sent to the recipients every day.

    • Weekly: Report is generated and sent to the recipients once each week on the date when this report is created.

    • Biweekly: Report is generated and sent to the recipients once in two weeks on the date when this report is created.

    • Monthly: Report is generated and sent to the recipients once each month on the date when this report is created.

    • Quarterly: Report is generated and sent to the recipients once in three months on the date when this report is created.
    • Yearly: Report is generated and sent to the recipients once each year on the date when this report is created.
    Delivery TimeTime when you want the report to be generated and delivered to the recipients.
    Email

    Names and email addresses of users to whom you want the report to be delivered. 

    • Select the checkbox next to the names of the users to whom you want the report to be delivered.
    • You can filter the names by using the Filter box.

  4. Click Save.

To view the automated report, on the WFO tab, click Speech IQ > Configuration > Automated Reports.