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You can use the Agent Desktop to access your performance statistics reports. The Agent Performance Statistics is the default page widget that is displayed based on the configuration that is defined by your administrator.
There are two types of statistics reports:
Historical reports—Displays historical data. The reports are updated every 24 hours.
Real-time reports—Displays current data. The reports are updated at a time interval that is configured by your administrator.
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To access the reports, click Agent Performance Statistics in the Navigation bar. The following reports are displayed in the Workspace pane:
For more information on reports, see Cisco Webex Contact Center Analyzer User Guide.
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The Summary report represents the number of customers that you handled and the average time that you took to wrap up customer conversations.
Choose the options from the Team Name, Queue Name, Channel Type, and Duration drop-down lists to filter your report.
The Agent Desktop retains your filter selections even if you sign out, or refresh or reload the browser. To reset filters to the default value, click the Reset filters link.
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The Reset filters link appears when you change the default value in a drop-down list to filter your report. |
Choose from the options in the following drop-down lists:
Team Name
All (default)
A specific team. Team names are displayed in the drop-down list based on your agent profile settings.
Queue Name
All (default)
A specific queue. Queue names are displayed in the drop-down list based on your agent profile settings.
Channel Type
All (default)
Chat
Social
Telephony
Note |
The Social channel type appears based on your organizational settings. |
Duration
Today
Yesterday
This Week
Last Week
Last 7 Days (default)
This Month
Last Month
This Year
Note |
To refresh the displayed data manually, click the |
The following table lists the parameters that are displayed in the Summary report:
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Parameter |
Description |
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Total Handled - Teams |
The total number of customer interactions that your team handled in the specified duration. |
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Average Handled Time - Teams |
The average time that your team takes to handle a customer interaction. |
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Average Wrapup Time - Teams |
The average time that your team takes to wrap up a customer interaction. |
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Total Handled - Me |
The total number of customer interactions that you have handled. |
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Average Handle Time - Me |
The average time that you take to handle a customer interaction. |
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Average Wrapup Time - Me |
The average time that you take to wrap up a customer interaction. |
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Contacts in Queue - Realtime |
The number of customer contacts that are in queue for your teams in real-time. |
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Agents Available - Realtime |
The number of agents in the Available state for your teams in real-time |
The Agent Stats - Historic report represents your historical statistics.
Choose the options from the Interval or Duration drop-down list to filter your report.
The Agent Desktop retains your filter selections even if you sign out, or refresh or reload the browser. To reset filters to the default value, click the Reset filters link.
Note |
The Reset filters link appears when you change the default value in a drop-down list to filter your report. |
The options that are displayed in the Interval drop-down list depends on the selected Duration. For example, if the selected Duration is Last 7 Days, the Interval drop-down list displays the following options:
30 Minutes
Hourly
Daily (default)
Choose from the following options in the Duration drop-down list:
Today
Yesterday
This Week
Last Week
Last 7 Days (default)
This Month
Last Month
This Year
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Duration |
Interval |
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This Year |
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To refresh the displayed data manually, click the |
Your historical statistics report is displayed as a graphical representation of data in the Agent Stats Chart section and the summary of the report in the Detailed Summary section of the table.
To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats Chart or the Detailed Summary.
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You must have permissions to access the Cisco Webex Contact Center Analyzer. |
The following are the parameters that are displayed in the Detailed Summary table of the Agent Stats - Historic report:
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Parameter |
Description |
|---|---|
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Interval |
The time interval for the report. |
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Channel Type |
The mode of customer interaction such as chat, email, social, or telephony. |
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Initial Log In Time |
The date and local time the agent logged in. |
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Final Log Out Time |
The date and local time the agent logged out. |
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# Contacts Handled |
The total number of incoming customer interactions that the agent handles within the interval. |
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Avg Handle Time |
The average time that the agent takes to handle a customer request. The average time includes the connected time, hold time, and wrap up time. |
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Avg Wrapup Time |
The average time that the agent takes to wrap up a customer interaction. |
The Summary of the report is displayed at the end of the Detailed Summary section of the table.
The Agent Stats - Realtime report represents your statistics in real time.
Note |
To refresh the displayed data manually, click the |
Your real time statistics report is displayed as a graphical representation of data in the Agent Stats Chart Realtime and the summary of the report in the Detailed Summary table.
To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats Chart Realtime or the Detailed Summary.
Note |
You must have permissions to access the Cisco Webex Contact Center Analyzer. |
The following are the parameters that are displayed in the Detailed Summary section table of the Agent Stats - Realtime report:
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Parameter |
Description |
|---|---|
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Agent Session ID |
A string to identify the login session of the agent. |
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Channel Type |
The mode of customer interaction such as chat, email, social, or telephony. |
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Log In Time |
The date and local time the agent logged in. |
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Log Out Time |
The date and local time the agent logged out. |
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# Contacts Handled |
The total number of incoming customer interactions that the agent handles within the interval. |
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Avg Handle Time |
The average time that the agent takes to handle a customer request. The average time includes the connected time, hold time, and wrap up time. |
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Avg Wrapup Time |
The average time that the agent takes to wrap up a customer interaction. |
The Summary of the report is displayed at the end of the Detailed Summary section of the table.
The Agent Stats By State - Historic report displays the statistics for the activity based on your states.
Choose the options from the Interval or Duration drop-down list to filter your report.
The Agent Desktop retains your filter selections even if you sign out, or refresh or reload the browser. To reset filters to the default value, click the Reset filters link.
Note |
The Reset filters link appears when you change the default value in a drop-down list to filter your report. |
The options that are displayed in the Interval drop-down list depends on the selected Duration. For example, if the selected Duration is Last 7 Days, the Interval drop-down list displays the following options:
30 Minutes
Hourly
Daily (default)
Choose from the following options in the Duration drop-down list:
Today
Yesterday
This Week
Last Week
Last 7 Days (default)
This Month
Last Month
This Year
For more information, see Duration and the Corresponding Interval Options.
Note |
To refresh the displayed data manually, click the |
Your historical statistics report is displayed as a graphical representation of data in the Agent Stats By State Chart and the summary of the report in the Detailed State Summary table.
To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats By State Chart or the Detailed State Summary.
Note |
You must have permissions to access the Cisco Webex Contact Center Analyzer. |
The following are the parameters that are displayed in the Detailed State Summary section table of the Agent Stats By State - Historic report:
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Parameter |
Description |
|---|---|
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Interval |
The time interval for the report. |
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Agent Session ID |
A string to identify the login session of the agent. |
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Activity State |
The state set by an agent or the system, such as Idle, Available, and so on. |
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State Duration |
The duration that an agent spends in the corresponding state. |
The Summary of the report is displayed at the end of the Detailed Summary section of the table.
The Agent Stats by State - Realtime report represents the statistics for the activity based on your states in real time.
Note |
To refresh the displayed data manually, click the |
Your real time statistics report is displayed as a graphical representation of data in the Agent Stats By State Chart and the summary of the report in the Detailed State Summary table.
To view the report in the Cisco Webex Contact Center Analyzer, click the Launch icon that is displayed at the right side of the Agent Stats By State Chart or the Detailed State Summary.
Note |
You must have permissions to access the Cisco Webex Contact Center Analyzer. |
The following are the parameters that are displayed in the Detailed State Summary section table of the Agent Stats by State - Realtime report:
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Parameter |
Description |
|---|---|
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Agent Session ID |
A string to identify the login session of the agent. |
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Activity State |
The state set by an agent or the system, such as Idle, Available, and so on. |
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State Duration |
The duration that an agent spends in the corresponding state. |
The Summary of the report is displayed at the end of the Detailed Summary section of the table.
The Team Stats - Historic report displays the historical statistics of all the teams which you are mapped to.
The following are the parameters that are displayed in the Team Stats - Historic report:
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Parameter |
Description |
|---|---|
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Interval |
The time interval for the report. |
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Team Name |
The name of the team. |
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Agent Name |
The name of the agent. |
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# Contacts Handled |
The total number of customer interactions that the agent handled within the interval. |
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Total Contacts Handled |
The total number of customer interactions that the agent handled for a channel type (for example, voice call). |
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Inbound Contacts Handled |
The total number of inbound customer interactions that the agent handled. |
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Callbacks Handled |
The total number of callback customer interactions that the agent handled. |
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Outdials Handled |
The total number of outdial customer interactions that the agent handled. |
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Average Handle Time |
The average time that the agent spends to handle a customer. The average time includes the connected time, hold time and wrap up time. |
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Average Wrapup Time |
The average time that the agent takes to wrap up a customer interaction. |
The Summary of the report is displayed at the end of the table.
The Team Stats - Realtime report displays the real time statistics of all the teams which you are mapped to.
The following are the parameters that are displayed in the Team Stats - Realtime report:
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Parameter |
Description |
|---|---|
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Team Name |
The name of the team. |
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Agent Name |
The name of the agent. |
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Current State |
The state of the agent such as Idle, Available, and so on. |
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# Contacts Handled |
The total number of customer interactions that the agent handles within the interval. |
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Average Handle Time |
The average time that the agent spends to handle a customer. The average time includes the connected time, hold time and wrap up time. |
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Average Wrapup Time |
The average time that the agent takes to wrap up a customer interaction. |
The Summary of the report is displayed at the end of the table.
The Queue Stats - Historic report displays the historical statistics for all the queues which you are mapped to.
The following are the parameters that are displayed in the Queue Stats - Historic report:
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Parameter |
Description |
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Interval |
The interval of the report. |
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Channel Type |
The mode of customer interaction such as chat, email, social, or telephony. |
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Queue Name |
The name of a queue. |
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# Contacts |
The number of customer contacts that the agent responds within the service level threshold that the administrator has provisioned for the queue. |
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Avg Queue Wait Time |
The average time the customer contact waits in a queue before the agent responds to them. |
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Longest Contact In Queue |
The longest time that the customer contact spends in the queue before an agent responds. |
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# Abandoned Contacts |
The number of customer contacts that no agent responds to. |
The Summary of the report is displayed at the end of the table.
The Queue Stats - Realtime report displays the real-time statistics for all the queues to which you are mapped.
There are two types of Queue Stats - Realtime reports:
Contact Details in Queue - Today Real-Time
Contact Details Currently in Queue Real-Time
Contact Details in Queue - Today Real-Time:
This report provides contact details for contacts in the queue from the start of the day's beginning.
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Parameter |
Description |
|---|---|
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Channel Type |
The media type of the contact, such as telephony, email, or chat. |
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Queue Name |
The name of the queue. |
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# Contacts |
The total number of contacts since the day's beginning. |
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# Contacts Handled |
Number of contacts handled since the day's beginning. |
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Longest Handled Contact from Queue |
The longest duration that a contact spent in queue since the day's beginning. This is calculated after the call status changes from parked to connected or ended. |
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# Abandoned Contacts |
Number of abandoned contacts since the day's beginning. |
Contact Details Currently in Queue Real-Time:
This report provides contact details of contacts currently in the queue.
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Parameter |
Description |
|---|---|
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Channel Type |
The media type of the contact, such as telephony, email, or chat. |
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Queue Name |
The name of the queue. |
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# Contacts Waiting in Queue |
Number of contacts waiting in the queue. |
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Avg Queue Wait Time |
Average wait time of all the calls that are currently active in the queue. |
The Summary of the report is displayed at the end of the table.
The Agent Outdial Stats - Historic report displays the historical statistics for the outdial calls made by an agent.
The following are the parameters that are displayed in the Agent Outdial Stats - Historic report:
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Parameter |
Description |
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Agent Name |
The name of an agent. |
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Interval |
The time interval for the report. |
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Channel Type |
The mode of customer interaction such as chat, email, social, or telephony. |
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Initial Login Time |
The date and local time the agent logged in. |
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Outdial Contact Handled |
The number of outdial calls handled by an agent within the interval. |
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Outdial Average Handle Time |
The average time that an agent takes to handle the outdial calls. The average time includes the connected time, hold time and wrap up time. |
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Outdial Connected Time |
The total amount of time that an agent spends talking to the customer on an outdial call, including the hold time. |
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Outdial Average Connected Time |
The average time that an agent spends talking to the customer on an outdial call, including the hold time. |
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Outdial Talk Time |
The total amount of time that an agent spends talking to the customer on an outdial call, excluding the hold time. |
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Number of Transfers |
The number of times the calls were transferred. |
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Average Consult Talk Duration |
The average duration for which an agent consulted with another agent or a third-party, keeping the caller on hold. |
The Summary of the report is displayed at the end of the table.
The Agent Outdial Stats - Realtime report displays the real time statistics for the outdial calls made by an agent.
The following are the parameters that are displayed in the Agent Outdial Stats - Realtime report:
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Parameter |
Description |
|---|---|
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Interval |
The time interval for the report. |
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Agent Name |
The name of an agent. |
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Channel Type |
The mode of customer interaction such as chat, email, social, or telephony. |
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Login Time |
The date and local time the agent logged in. |
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Outdial Contact Handled |
The number of outdial calls handled by an agent within the interval. |
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Outdial Average Handle Time |
The average time that an agent takes to handle the outdial calls. The average time includes the connected time, hold time and wrap up time. |
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Outdial Connected Time |
The total amount of time that an agent spends talking to the customer on an outdial call, including the hold time. |
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Outdial Average Connected Time |
The average time that an agent spends talking to the customer on an outdial call, including the hold time. |
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Outdial Talk Time |
The total amount of time that an agent spends talking to the customer on an outdial call, excluding the hold time. |
The Summary of the report is displayed at the end of the table.
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