Agent Details page is used to show statistics based agent, go to statistics → agent_details

Select the time range of the report

Select how to list the result, view in page or export to excel/csv file

Agent No.

Agent Name：Account Name in Agent → advanced

Agent Group

Call Date

Dialin Count: calls agent received, include calls from customer or transferred from other agents

Dialin Answered Count: calls agent answered

Avg. Dialin Answered: average talking time for inbound calls

Avg. Dialin Ringing: average ringing time for inbound calls

Dialin Talking Duration: total talking time for inbound calls

Dialin Duration: total duration for inbound calls, including ringing

Dialout Count: calls agent made

Dialout Answered Count: calls agent made and answered

Avg. Dialout Answered: average talking time for outbound calls

Avg. Dialout Ringing: average ringing time for outbound calls

Dialout Talking Duration: total talking time for outbound calls

Dialout Duration: total outbound calls duration

Dialin Consult Count total consult times for inbound calls

Avg. Dialin Consult: average consult duration for inbound calls

Dialout Consult Count: total consult times for outbound calls

Avg. Dialout Consult: average consult duration for outbound calls

Dialin Conf Count: total conference times for inbound calls

Avg. Dialin Conf: average conference duration for inbound calls

Dialout Conf Count: total conference times for outbound calls

Avg. Dialout Conf: average conference times for outbound calls

Dialin Transfer Count: transferred times for inbound calls

Dialout Transfer Count: transferred times for outbound calls

ACW Count: total ACW times

ACW Duration: total ACW duration

Avg. ACW Duration: average ACW duration

Onhold Count: total times when agent put customer on hold

Avg. Onhold Duration: average onhold duration

Login Duration: total agent login duration

Check-in Duration: total agent check-in duration

Check-in Duration/8: usually agent will work 8 hrs per day, this is used to get the percentage of check-in time

Busy Duration: duration when agent pause himself

Busy Percentage: (Busy Duration / Check-in duration) x 100%

Lunch break Pause: duration when agent pause himself as lunch break

Meeting Pause: duration when agent pause himself as meeting

Rest Pause: duration when agent pause himself as rest

Leave of absence Pause: duration when agent pause himself as leave of absence

Training Pause: duration when agent pause himself as training

Other Pause: duration when agent pause himself as other

Auto Pause: duration when agent is paused by system, this will happen when agent group enabled auto pause

Admin Pause: duration when agent is paused by admin

Work Rate: (talking duration + ACW duration)/login duration x 100%

Busy Rate: (ringing duration + talking duration + ACW duration)/login duration x 100%

Efficiency: (ringing duration + talking duration + ACW duration)/(login duration - pause duration) x 100%

Onhold Rate: onhold count/(dialin count + dialout count) x 100%

Dialin Transfer Rate: dialin transfer count/dialin answered count x 100%

Dialout Consult Rate: dialout consult count/dialin answered count x 100%

CallRate Play Count: number of times to enter the IVR agent score

CallRate Play Rate: callrate play count/(dialin answered count + dialout answered count) x 100%

CallRate Input Count: number of times to enter the IVR agent score and press the button

CallRate Input Rate: callRate input count/callRate play count x 100%

CallRate Key 1 Rate: enter the number of key 1 times/callrate input count x 100%

CallRate Key 2 Rate: enter the number of key 2 times/callrate input count x 100%

CallRate Key 3 Rate: enter the number of key 3 times/callrate input count x 100%