The Agent Statistics report shows detailed statistics per agent within a selected timeframe.

It includes total and average figures on the duration of the agent’s calls - all together and split by call direction; the number of calls - total, effective, and unanswered; and the figures and numbers related to pauses that the agent takes.

It offers the possibility to view the results for one agent or multiple agents selected by desks or shifts.

To run the report:

1. Select Stats by Agent in the main menu.

   

2. In the Search Filter section, set any necessary filters.

   

   a. In the Time Range field, set the reporting period: use one of the available options, or click Custom Range to select the required date and time range, then click Apply.

   

   b. Optionally, select one or more agents, desks, and shifts in the respective fields. If you don’t specify any values, the report will extract data for all agents/desks/shifts.

3. If needed, save the settings as a template to be able to run the report with the same filters later. You can also schedule the report to run regularly.

4. Click Search.

The results will be displayed in four tables:

1. Agent Availability

2. Call Disposition by Agent

3. Total Calls by Hour

4. Agent Pauses.

To save or print the contents of any table, click the save icon in its top-right corner and select the necessary option.

After saving, you are redirected to Tasks‍. Here, you can download reports when they are generated.

Agent Availability

This table shows the total and average figures per agent regarding call duration and number and splits the data by call direction. It also contains information on the number and duration of pauses.

View Options

You can choose which columns in the Agent Availability table will be visible. By default, you will see all the columns.

To exclude any of them from the view, expand the drop-down list in the upper-right corner of the table and remove checkmarks from the columns you don't need. The view will change immediately.

Multisorting

To sort the results displayed in the Agent Availability table by multiple criteria, use the Multisorting button.

Click the button, and in the window that appears, drag the names of columns you want to use for sorting from Available to Selected columns. Then locate them in the needed order and click Apply Sort.

Call Disposition by Agent

This table gives more information about the agents’ performance.

It displays the number of effective and unanswered calls and shows how many calls were completed by each party and transferred to other agents.

Total Calls by Hour

This table is only visible when you filter data by shifts. It shows how many calls agents totally had during each hour of their shift.

Agent Pauses

In this table, you can see details about agents’ pauses. Each column shows a pause type and the number of such pauses taken by each agent. In brackets, the total duration of the pauses is displayed.

If you click any number, you will see further details: the exact time when each pause started and ended, and its duration.