Agent performance - interactions
Overview
The Agent performance - interactions dashboard presents data about agents' activity.
The dashboard shows:
Metrics about inbound, outbound, and internal interactions.
Details about customer hold times.
Filters
Name | Description | Default |
|---|---|---|
Data range | The period of time you want to analyze data for. Interactions are included based on their start date. You can choose different preset ranges or specify your own custom date range. | Yesterday |
Agent | The agents, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Agent ID | The agents, identified by ID, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Group | The group, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents assigned to the selected group or groups in the dashboard. | All groups |
Media manager | The origin application of the interaction. The available options depend on your account configuration:
| All media managers |
Media type | The communication method used in the interaction. Choose from the different media types available in your account, such as Phone, Phone Callback, and External Work. | All media types |
Tiles
Inbound answer rate tile
The Inbound answer rate tile displays inbound interactions offered to agents from a queue, showing the offer count, acceptance rate, delivery failure rate, and customer abandonment rate for each agent.
The Inbound answer rate tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Offered | The number of interactions offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, Offered increases for each occurrence. |
Accepted | The number of times an interaction was successfully delivered from a queue to the agent. A single interaction can be delivered multiple times to the same agent. Accepted increases each time the agent accepts the interaction. |
Accepted % | The percentage of offered interactions successfully delivered from a queue to the agent. The value is highlighted when the percentage is lower than 95%. |
Delivery failed | The number of interactions that were offered to an agent but where delivery then failed. This includes interactions where the agent did not answer, the agent's line was busy, or that failed to connect from a queue to the agent due to configuration or network errors. |
Delivery failed % | The percentage of offered interactions where delivery then failed. The value is highlighted when the percentage is higher than 5%. |
Abandoned by customer | The number of interactions that were offered to an agent where the customer abandoned the interaction before the agent could accept it. |
Abandoned by customer % | The percentage of interactions that were offered to an agent where the customer abandoned the interaction before the agent could accept it. The value is highlighted when the percentage is higher than 5%. |
Delivery failed of total | The percentage of all delivery-failed interactions that failed to connect to this agent. The color of the values changes gradually as the percentages increase. |
Delivery failed causes tile
The Delivery failed causes tile displays details about interactions that failed to connect to the agent for inbound, outbound, and internal interactions, showing the failure type and count for each agent.
The Delivery failed causes tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Total | The total number of interactions that failed to be delivered to the agent. |
Agent no answer | The number of alerting interactions the agent failed to answer. The alert either timed out or the agent rejected the interaction. For phone interactions, the telephone was not answered by the agent before it stopped ringing. The number of interactions may include inbound, outbound, and internal interactions. |
Device busy | The number of alerting interactions that failed to be delivered to the agent due to their device being busy outside VCC. If the agent uses WebRTC, the agent's device may be busy because another application has exclusive access to the audio device, for example when the agent is in a meeting in a video conferencing tool. If the agent does not use WebRTC, the agent's device may be busy because the handset is on Do Not Disturb or the phone number is in use for a call made outside of VCC. |
Device unreachable | The number of alerting interactions that failed to be delivered to the agent due to their device being unreachable. |
Rejected | The number of alerting interactions that failed to be delivered to the agent due to the agent declining the interaction. |
Connection unavailable | The number of alerting interactions automatically rejected due to an unavailable WebRTC connection. |
Fault | The number of alerting interactions that failed to be delivered to the agent due to a system or network failure. |
Inbound handle times tile
The Inbound handle times tile displays details about handled inbound interactions, showing the average alerting, connected, wrap, and handle durations for each agent.
The Inbound handle times tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Handled | The number of unique interactions handled by the agent. When the same interaction is offered to an agent multiple times from a queue, Handled does not increase for each occurrence. |
Avg. alerting duration | The average duration of time the system waited for the agent to accept the interaction initiated by the agent. For phone calls, this is the time the agent's phone was ringing. Format: hh:mm:ss. Example: 00:21:37. |
Avg. connected duration | The average duration of time the agent spent connected to external parties. Format: hh:mm:ss. Example: 00:21:37. |
Avg. wrap duration | The average duration of time the agent spent in the Wrap state after being disconnected from external parties. Format: hh:mm:ss. Example: 00:21:37. |
Avg. handle time | The average time the agent spent handling interactions delivered from the queue. For inbound interactions, calculated as the sum of avg. connected duration and avg. wrap duration. Format: hh:mm:ss. Example: 00:21:37. |
Outbound attempts & handle times tile
The Outbound attempts & handle times tile displays details about handled outbound interactions, showing the number of offered and connected interactions and the average alerting, connected, wrap, and handle durations for each agent.
The Outbound attempts & handle times tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Offered | The number of outbound interactions initiated by the agent, where the intended destination was an external party. This does not indicate a connection to a second party. |
Connected | The number of outbound interactions initiated by the agent that were successfully connected to external parties. |
Avg. alerting duration | The average duration of time the system waited for the agent to accept the interaction initiated by the agent. Format: hh:mm:ss. Example: 00:21:37. |
Avg. connected duration | The average duration of time the agent spent connected to external parties. Format: hh:mm:ss. Example: 00:21:37. |
Avg. wrap duration | The average duration of time the agent spent in the Wrap state after being disconnected from external parties. Format: hh:mm:ss. Example: 00:21:37. |
Avg. handle time | The average time the agent spent handling an outbound interaction successfully connected to an external party. For outbound interactions, calculated as the sum of avg. alerting duration, avg. connected duration, and avg. wrap duration for answered interactions. Format: hh:mm:ss. Example: 00:21:37. |
Internal initiated & offered tile
The Internal initiated & offered tile displays details about internal interactions, showing the number of interactions initiated and offered for each agent.
The Internal initiated & offered tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Initiated | The number of times the agent initiated an internal interaction between two agents. |
Offered | The number of times the agent was alerted to join an internal interaction between two agents. |
Internal handle times tile
The Internal handle times tile displays details about handled internal interactions, showing the average alerting, connected, wrap, and handle durations for each agent.
The Internal handle times tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Avg. alerting duration | The average duration of time the system waited for the agent to accept the initiated interaction. Format: hh:mm:ss. Example: 00:21:37. |
Avg. connected duration | The average duration of time the system waited for the agent to accept the initiated interaction. Format: hh:mm:ss. Example: 00:21:37. |
Avg. wrap duration | The average duration of time the agent spent in the Wrap state after being disconnected from the second agent. Format: hh:mm:ss. Example: 00:21:37. |
Avg. handle time | The average time the agent spent handling internal interactions. Format: hh:mm:ss. Example: 00:21:37. |
Customer hold times tile
The Customer hold times tile displays details about call-type interactions where external parties were put on hold, showing the number of holds and the average and maximum hold durations for each interaction. This tile does not include hold events for agents.
Agent column not available
The Customer hold times tile does not currently include the Agent column.
The Customer hold times tile contains the following columns:
Name | Description |
|---|---|
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Calls with hold | The number of call-type interactions where an external party was placed on hold. |
Holds | The total number of hold events in call-type interactions where an external party was placed on hold. |
Avg. hold per call | The average number of hold events during call-type interactions with at least one hold event for an external party. |
Avg. duration | The average duration of time the external party spent on hold during a call-type interaction. Format: hh:mm:ss. Example: 00:21:37. |
Max. duration | The maximum duration of time the external party spent on hold during a call-type interaction. Format: hh:mm:ss. Example: 00:21:37. |