Agent Performance Report Data Model
Contact Expert v6.1 for Skype for Business Server
These measures are based on the ACEReport.bi.AgentSegments **and **ACEReport.bi.InteractionSegments views that finally read most of their data from ACEReport.dbo.AGENTSTAT and ACEReport.dbo.CALLSTAT tables.
Inbound voice report package measure descriptions
| Measure name | Description | Group | Format |
|---|---|---|---|
| ACW duration % | Time ratio spent in ACW status = [ACW duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| ACW duration (DD hh:mm:ss) | Same as [ACW duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| ACW duration (hh:mm:ss) | Same as [ACW duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| ACW duration (sec) | Time agent spent in after call work (ACW) status in seconds. ACW is a technical status during which agent might decide to go to break or log out insteading of going to available (idle) state. | AgentSegments | #,0.0 |
| Agent availability rate % | Percentage of time agent is ready for handling customer tasks versus the time logged in. Availabiity rate = ([Login duration (sec)] - [Break duration (sec)] - [ACW duration (sec)]) / [Login duration (sec)]. | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Agent utilization rate % | Percentage of time agent handles customer task versus the time logged in. Utilization rate = ([Login duration (sec)] - [Break duration (sec)] - [Idle duration (sec)] - [ACW duration (sec)]) / [Login duration (sec)]. | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Answer duration % | Time ratio spent in answer status = [Answer duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Answer duration (DD hh:mm:ss) | Same as [Answer duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Answer duration (hh:mm:ss) | Same as [Answer duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Answer duration (sec) | Time the agents spent in answer status (answering ringing incoming tasks) in seconds. Time spent in answer status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Break duration % | Time ratio spent in break status = [Break duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Break duration (DD hh:mm:ss) | Same as [Break duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Break duration (hh:mm:ss) | Same as [Break duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Break duration (sec) | Time the agents spent in break in seconds. Lookup (admin) break is not counted here. See its value in [Lookup duration (sec)]. Time spent in ongoing break status (not completed) is not counted at the time of the data download. | AgentSegments | #,0.0 |
| Break duration with Lookup (sec) | Time the agents spent in Lookup (admin) break type measured in seconds. | AgentSegments | #,0.0 |
| Break duration with Lookup (hh:mm:ss) | It is the same as [Break duration with Lookup (sec)], but displayed in hours:minutes:seconds format. | AgentSegments | |
| Communication duration % | Time ratio spent in communication status = [Communication duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Communication duration (DD hh:mm:ss) | Same as [Communication duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Communication duration (hh:mm:ss) | Same as [Communication duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Communication duration (sec) | Time the agents spent in online status (actually performing communication) in seconds. Time spent in online status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Dial duration % | Time ratio spent in dialing status = [Dial duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Dial duration (DD hh:mm:ss) | Same as [Dial duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Dial duration (hh:mm:ss) | Same as [Dial duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Dial duration (sec) | Time the agents spent in dialing status (dialing outbound calls and waiting for result) in seconds. Time spent in dialing status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Handled inbound tasks | Number of inbound tasks handled by the agents. This might be smaller than the total number of inbound tasks [Presented inbound tasks], the difference being the not answered tasks [Missed inbound tasks]. | AgentSegments | #,0 |
| Handled inbound tasks per hour | As [Handled inbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Handled outbound tasks | Number of outbound tasks handled by the agents. This might be smaller than the total number of outbound tasks [Presented outbound tasks], the difference being the not answered tasks [Missed outbound tasks]. | AgentSegments | #,0 |
| Handled outbound tasks per hour | As [Handled outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Handled predictive outbound tasks | Number of predictive outbound tasks handled by the agents. This might be smaller than the total number of predictive outbound tasks [Presented predictive outbound tasks], the difference being the not answered tasks [Missed predictive outbound tasks]. | AgentSegments | #,0 |
| Handled predictive outbound tasks per hour | As [Handled predictive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Handled preview outbound tasks | Number of preview outbound tasks handled by the agents. This might be smaller than the total number of preview outbound tasks [Presented preview outbound tasks], the difference being [Missed preview only tasks] for which no call had been initiated. | AgentSegments | #,0 |
| Handled preview outbound tasks per hour | As [Handled preview outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Handled progressive outbound tasks | Number of progressive outbound tasks handled by the agents. This might be smaller than the total number of progressive outbound tasks [Presented progressive outbound tasks], the difference being the not answered tasks [Missed progressive outbound tasks]. | AgentSegments | #,0 |
| Handled progressive outbound tasks per hour | As [Handled progressive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Handled tasks | Number of tasks handled by the agents. This might be smaller than the total number of tasks [Presented tasks], the difference being the not answered tasks [Missed tasks]. | AgentSegments | #,0 |
| Handled tasks per hour | As [Handled tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Idle duration % | Time ratio spent in idle status = [Idle duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Idle duration (DD hh:mm:ss) | Same as [Idle duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Idle duration (hh:mm:ss) | Same as [Idle duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Idle duration (sec) | Time the agents spent in idle status (waiting for contacts) in seconds. Time spent in idle status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Login duration (DD hh:mm:ss) | Same as [Login duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Login duration (hh:mm:ss) | Same as [Login duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Login duration (sec) | Time the agents were logged in Contact Expert client application in any status measured in seconds. This sums up the length of the completed statuses, i.e. the status the agent is actually in when downloading the data is not counted. | AgentSegments | #,0.0 |
| Lookup duration % | Time ratio spent in lookup status = [Lookup duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Lookup duration (DD hh:mm:ss) | Same as [Lookup duration (sec)] but displayed in days hours:minutes:seconds format.V | AgentSegments | |
| Lookup duration (hh:mm:ss) | Same as [Lookup duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Lookup duration (sec) | Time the agents spent in lookup (admin) break status in seconds. Time spent in lookup status that was ongoing (not completed) when downloading the data is not counted. For other (real) type of break status data see [Break duration (sec)]. | AgentSegments | #,0.0 |
| Missed inbound tasks | Number of inbound tasks missed by the agents. These tasks had been delivered to the agent, but the agent had not accepted (answered) them. | AgentSegments | #,0 |
| Missed inbound tasks % | [Missed inbound tasks] / [Presented inbound tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Missed inbound tasks per hour | As [Missed inbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Missed outbound tasks | Number of outbound tasks missed by the agents. These tasks had been delivered to the agent, but the agent had not accepted (answered) them. Preview tasks for which no call had been initiated finally are also counted here. | AgentSegments | |
| Missed outbound tasks % | [Missed outbound tasks] / [Presented outbound tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Missed outbound tasks per hour | As [Missed outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Missed predictive outbound tasks | Number of predictive outbound tasks missed by the agents. These tasks had been delivered to the agent, but the agent had not accepted (answered) them. | AgentSegments | #,0 |
| Missed predictive outbound tasks per hour | As [Missed predictive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Missed predictive outbound tasks% | [Missed predictive outbound tasks] / [Presented predictive outbound tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Missed progressive outbound tasks | Number of progressive outbound tasks missed by the agents. These tasks had been delivered to the agent, but the agent had not accepted (answered) them. | AgentSegments | #,0 |
| Missed progressive outbound tasks per hour | As [Missed progressive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Missed progressive outbound tasks% | [Missed progressive outbound tasks] / [Presented progressive outbound tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Missed tasks | Number of tasks missed by the agents. These tasks had been delivered to the agent, but the agent had not accepted (answered) them. Preview tasks for which no call had been initiated finally are also counted here. | AgentSegments | #,0 |
| Missed tasks % | [Missed tasks] / [Presented tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Missed tasks per hour | As [Missed tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented inbound tasks | Number of inbound tasks that had been presented to the agent (ringing there). This might be larger than the actually answered (accepted) tasks Handled inbound tasks], the difference being the not answered tasks [Missed inbound tasks]. | AgentSegments | #,0 |
| Presented inbound tasks per hour | As [Presented inbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented outbound tasks | Number of outbound tasks that had been presented to the agent (ringing there). This might be larger than the actually answered (accepted) tasks Handled outbound tasks], the difference being the not answered tasks [Missed outbound tasks]. | AgentSegments | #,0 |
| Presented outbound tasks per hour | As [Presented outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented predictive outbound tasks | Number of predictive outbound tasks that had been presented to the agent (ringing there). This might be larger than the actually answered (accepted) tasks Handled predictive outbound tasks], the difference being [Missed predictive outbound tasks]. | AgentSegments | #,0 |
| Presented predictive outbound tasks per hour | As [Presented predictive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented preview outbound tasks | Number of preview outbound tasks that had been presented to the agent. This might be larger than the number of tasks with actual initiated calls Handled preview outbound tasks], the difference being [Preview only tasks]. | AgentSegments | #,0 |
| Presented preview outbound tasks (ACD delivered) | Number of preview outbound tasks that were delivered to the agent by the ACD. This doesn't count preview tasks manually acquired by the gant (manual) or those delivery method is not known (records prior CE 5.5). | AgentSegments | #,0 |
| Presented preview outbound tasks (agent acquired) | Number of preview outbound tasks that the agent manually acquired during lookup break. This doesn't count preview tasks delivered by the system (ACD) or those delivery method is not known (records prior CE 5.5). | AgentSegments | #,0 |
| Presented preview outbound tasks (delivery type unknown) | Number of preview outbound tasks that that were presented at the agent but the delivery method was not recorded (records prior CE 5.5). | AgentSegments | #,0 |
| Presented preview outbound tasks per hour | As [Presented preview outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented progressive outbound tasks | Number of progressive outbound tasks that had been presented to the agent (ringing there). This might be larger than the actually answered (accepted) tasks Handled progressive outbound tasks], the difference being [Missed progressive outbound tasks]. | AgentSegments | #,0 |
| Presented progressive outbound tasks per hour | As [Presented progressive outbound tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Presented tasks | Number of tasks that had been presented to the agent. This might be larger than the actually handled tasks [Handled tasks], the difference being the not answered tasks [Missed tasks]. | AgentSegments | #,0 |
| Presented tasks per hour | As [Presented tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Preview duration % | Time ratio spent in preview status = [Preview duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Preview duration (DD hh:mm:ss) | Same as [Preview duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Preview duration (hh:mm:ss) | Same as [Preview duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Preview duration (sec) | Time the agents spent in preview status in seconds. Time spent in preview status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Preview only tasks | Number of outbound preview tasks that had been delivered to the agent by ACD or that had been acquired manually during lookup break but for those no outbound interaction had been initiated. The agent got the task and closed it without interaction. | AgentSegments | #,0 |
| Preview only tasks % | [Preview only tasks] / [Presented preview outbound tasks] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Preview only tasks per hour | As [Preview only tasks] but calculated for an hour of logged in duration. | AgentSegments | #,0.0 |
| Task answer duration % | [Task answer duration (sec)] / [Task handle duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Task answer duration (hh:mm:ss) | Same as [Task answer duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task answer duration (sec) | Average duration of answering a (ringing) task. | AgentSegments | #,0.0 |
| Task communication duration % | [Task communication duration (sec)] / [Task handle duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Task communication duration (hh:mm:ss) | Same as [Task communication duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task communication duration (sec) | Average duration by actually perforing the communication. It excludes any preview, answering or wrapup durations. In case of email it cunts everything from answering the email until cosing the task (no wrapup is measured). | AgentSegments | #,0.0 |
| Task dial duration % | [Task dial duration (sec)] / [Task handle duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Task dial duration (hh:mm:ss) | Same as [Task dial duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task dial duration (sec) | Average dial duration of an outbound preview task. Incudes both dialing and ringing. This value is really meaningful if counted only (filtered) for preview tasks. | AgentSegments | #,0.0 |
| Task handle duration (hh:mm:ss) | Same as Task handle duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task handle duration (sec) | Average duration of task handling. Be aware that ACW dows not belong to task handling time, so it is not included here. However it is recorded in agent status tracking measures: [ACW duration (sec)], [Agent utilization rate %] etc. | AgentSegments | #,0.0 |
| Task preview duration % | [Task preview duration (sec)] / [Task handle duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Task preview duration (hh:mm:ss) | Same as [Task preview duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task preview duration (sec) | Average duration of previewing a task. This value is really meaningful if counted only (filtered) for preview tasks. | AgentSegments | #,0.0 |
| Task wrapup duration % | [Task wrapup duration (sec)] / [Task handle duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Task wrapup duration (hh:mm:ss) | Same as [Task wrapup duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Task wrapup duration (sec) | Average duration of wrapup work. | AgentSegments | #,0.0 |
| Wrapup duration % | Time ratio spent in wrapup status = [Wrapup duration (sec)] / [Login duration (sec)] * 100% | AgentSegments | 0.0 %;-0.0 %;0.0 % |
| Wrapup duration (DD hh:mm:ss) | Same as [Wrapup duration (sec)] but displayed in days hours:minutes:seconds format. | AgentSegments | |
| Wrapup duration (hh:mm:ss) | Same as [Wrapup duration (sec)] but displayed in hours:minutes:seconds format. | AgentSegments | |
| Wrapup duration (sec) | Time the agents spent in wrapup status in seconds. Time spent in wrapup status that was ongoing (not completed) when downloading the data is not counted. | AgentSegments | #,0.0 |
| Interactions with any business tags | Number of delivered interactions. Use this instead of [Number of interactions] when you would like to have a number that is not filtered by any slicers, i.e. that shows the total number if interactions regardless of any slicer selections. | InteractionSegments | #,0 |
| Number of inbound interactions | Number of inbound interactions on any media that had been delivered to an agent. Some of these might had not been accepted (answered) by the agent and were requeued to another agent. | InteractionSegments | #,0 |
| Number of interactions | Number of interactions that had been delivered to agents. These and related measures to be used to see business tag assignment distribution. Be aware that some of these interactions migth not be answered, but the agent could still add a business tag to it. | InteractionSegments | #,0 |
| Number of predictive outbound interactions | Number of predictive outbound interactions on any media that had been delivered to an agent. Some of these might had not been accepted (answered) by the agent and were requeued to another agent. | InteractionSegments | #,0 |
| Number of preview outbound interactions | Number of preview outbound interactions on any media that had been delivered to an agent (or acquired manually). Some of these might had not been accepted (answered) by the agent and were requeued to another agent. | InteractionSegments | #,0 |
| Number of progressive outbound interactions | Number of progressive outbound interactions on any media that had been delivered to an agent. Some of these might had not been accepted (answered) by the agent and were requeued to another agent. | InteractionSegments | #,0 |
| Quotes created % | [Number of interactions] / [Interactions with any business tags] * 100% | InteractionSegments | 0.0 %;-0.0 %;0.0 % |
| Ratio of interactions with given business tags % | [Number of interactions] / [Interactions with any business tags] * 100% | InteractionSegments | 0.0 %;-0.0 %;0.0 % |
Dimensions
Dimensions are data based on which your facts can be sliced, grouped. broken down. The following dimensional data are available in this report package:
- Dates
- Times
- Agents
- Campaigns
- Media
- Directions
- Dialing modes
For a comprehensive description of the dimension tables, see BI Reporting Dimensions.
Parameters
No user modifiable parameters are defined for these reports in Excel.
Sample reports
Several sample reports are provided in the package:
- Agent utilization
- Tasks by date
- Tasks by agents
- Tasks by queues/campaigns
- Business tags assigned
- Agent performance based on selected business tags
- Types of breaks used by agents