ContactWorld Agent Statistics Enhanced

The Agent Activity Report in ContactWorld report has been enhanced to allow supervisors to better measure agent activity. It complements the extensive caller-based reporting to give a fuller view of the contact centre operation.

The main benefit of the Agent Activity Report is to provide a call centre supervisor or manager with information about Agent activity that could, for example, be used to assist matching agent capacity to demand, or understanding average call durations so that the call flows can be enhanced, or identifying agents that may need training or some form of remedial action.

The following are just some of the types of information that are available:

• Total Login Duration
• Total ACD Busy Duration (time that an agent has been connected to
• inbound calls that are routed through an ACD.)
• Average ACD Busy Duration
• Total Wrap-up Duration
• Total number of instances in Wrap-up
• Average Wrap-up Duration
• Average Wrap-up Duration per call
• Number of  Transferred Calls
• Total "Line Busy" Count
• Unanswered calls Count

The agent report module is now available to all users of the Stats and Reporting Server. If you have any operational questions please contact NewVoiceMedia support.