The Agent Statistics report provides information about the number of interactions handled by your agents and the number ofinteractions 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, clickConversation 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 export a report to a Microsoft Excel workbook, click the Exporticon ().
To customize the table columns view, see instructions in the Customizing a Table section in SpeechIQ Reporting.
To refresh the list, click theRefreshicon ().
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.