Agent and Agent group reports provide statistics based on agents and agent group activity.

The Agent reports are listed below:

Performance reports
• Agent and Agent Group by Make Busy Code
• Agent and Agent Group Performance by Account Code
• Agent and Agent Group Performance by Period
• Agent Group Performance by Agent

Event reports
• Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this report over midnight.)
NOTE: If you are running a report on an agent group that has non-SMS agents, the statistical values in the generated report will be for SMS agents only.

 

 



SMS Agent and Agent Group by Make Busy Code

The SMS Agent and Agent Group by Make Busy Code reports show the frequency and duration in which SMS agents and agent groups are in Make Busy. (See Figure 138.) 

The SMS Agent and Agent Group by Make Busy Code reports provide the following information:

 

 




Figure 138: SMS Agent Group by Make Busy Code

 

 

 

 



SMS Agent and Agent Group Performance by Account Code

The SMS Agent and Agent Group performance by Account Code reports show the Account Codes entered by SMS agents and SMS agent groups. (See Figure 139.)

The SMS Agent and Agent Group Performance by Account Code reports provide the following information:

 




Figure 139: SMS Agent Group Performance by Account Code

 

 

 

 


SMS Agent and Agent Group Performance by Period

The SMS Agent and Agent Group Performance by Period reports show the SMS handling performance of agents across 15-, 30-, or 60- minute intervals, or by Day of Week, Day of Month, and Month, for the activity period specified. (See Figure 140.)

NOTE: 'Handling time' in the SMS Agent Group Performance by Agent report may not align with 'ACD handled time' in the SMS Agent and Agent Group Performance by Period reports. In the SMS Agent Group Performance by Agent report, the 'Handling time' calculation takes into account an agent's overriding state. 'ACD handled time' in these reports do not. For example, if an agent responding to an SMS receives another SMS, their state will change from 'ACD' to 'Ringing'. 'Handling time' in the Agent Group Performance by Agent report will not be calculated while the agent is in Ringing, but 'ACD handled time' will.

 

 

 

 

Figure 140: SMS Agent Performance by Period

 

 

 

 

 



SMS Agent Group Performance by Agent

The SMS Agent Group Performance by Agent report shows the workload distribution across the agents in an agent group for the shift duration and day(s) you specify. It reports the SMS statistics in hours, minutes, and seconds, and provides SMS counts across agents. (See Figure 141.)

The SMS Agent Group Performance by Agent Report provides the following information:

 

 




 

Figure 141: SMS Agent Group Performance by Agent

 

 

 

 


SMS Agent and Agent Group Event by Period (hh:mm:ss)

The SMS Agent and Agent Group Event by Period (hh:mm:ss) report displays log on and log off times for SMS agents and members of SMS agent groups. The report also displays the total duration spent in various agent states for the reporting period. It reports the SMS statistics in hours, minutes, and seconds and provides SMS counts. (See Figure 142.)

The SMS Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records. It provides the following information:

 

 

The SMS Agent Group Event by Period (hh:mm:ss) report provides the following information:

 

 

 

 

Figure 142: SMS Agent Event by Period (hh:mm:ss)