Purpose and Features
The Agent Call Performance Report is designed to provide a detailed measurement of customer representatives’ performance throughout the call process. The report includes agents’ call metrics, status durations, login-logout data, and other key performance indicators.
Key features:
Provides time-based and behavioral data on agents’ call performance.
Tracks and reports performance metrics such as call duration, hold time, and status distribution.
Includes login and logout activity for monitoring shift adherence and attendance.
Delivers in-depth performance analysis for operations managers.
Benefits
The Agent Call Performance Report offers several advantages to improve efficiency and quality in call center management:
Individual Performance Monitoring: Agent-level call performance can be analyzed in detail.
Operational Transparency: Shift adherence can be tracked through login-logout data, ensuring consistent monitoring.
Process Improvement: Status durations and post-call metrics can be evaluated to optimize workflows.
Usage
Steps to generate the report:
Navigate to: Reports > Call > Agent > Agent Call Performance Report.
Select the desired filters:
Agent
Teams
Start-Finish Date
Start - Finish Time
Time Unit
Cumulative
You can apply the cumulative filter from the section shown in the image.
Click Apply to generate the report.
You can clear the selected filters by clicking the Clear icon.
Export the generated report using the Download option.
