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 Statistics and Trend report for an agent.

FieldDescription

Agent

Name of the agent.

Scorecard Name

Name of the scorecard used.

Scorecard Type

Type of scorecard used.

Total Calls

Total number of calls handled by the agent.

Total Scored

Total number of calls that were scored.

Percent Scored

Percentage of calls that were scored.

Avg Score 

Average score of the calls, displayed as a percentage.

Trend Percentage

General direction in which an agent’s scorecard value is changing. A positive value indicates an upward trend and a negative value indicates a downward trend.

Avg Duration

Average duration of all the calls.

Avg Silence %

Average duration of silence in the calls, displayed as a percentage.

Avg Talk Over %

Average duration of talk over in calls, displayed as a percentage.

Avg Agent Sentiment

Average sentiment of the agent, displayed as a percentage.

Avg Customer Sentiment

Average sentiment of the customer displayed as a percentage.

Highest Score 

Highest score for the agent, displayed as a percentage.

Lowest Score

Lowest score for the agent, displayed as a percentage.

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