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 Conversation 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.

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

Average duration of talk over in 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.

To view detailed information, click the highlighted values. A Search and Score dashboard containing detailed information about the report is displayed.