User Guide
About My Reports 111
About My Reports
You can run three types of reports to evaluate your performance:
1. Agent Login Summary report
2. Agent Efficiency report
3. Agent Availability for Chat report, in systems that include Unified Web Interaction Manager.
These reports let you measure your performance over one day, week, or month.
Agent Login Summary Report
This report has four levels.
Level 1
Displays the following information.
User Name: User name of the agent.
Activities Worked On: Number of distinct activities which the agent worked on. For example, the agent
composes an email and does save draft and then comes back to the email after one hour works on it and
sends it out to the customer. In this case he has worked on the same activity twice so this will be counted as
one activity only. Also if the agent replies to an email and for some reason after one hour sends another
reply to the same email, this will also be counted as only one activity.
Average Time (hh:mm:ss):
Work: Average time spent on working on the activity. This is not the time for which the activity stays
in the agents inbox, but the time for which the agent works on the activity. For example an activity stays
in the agent’s inbox for 15 minutes and the time for which the agent has clicked on the activity is five
minutes, the work time for the activity will be five minutes.
Average work time = Total time spent on working the activities/ Number of distinct activities worked on
Example: Agent works on Activity1 for five minutes, then works on Activity2 for five minutes and then
works on Activity1 for five minutes. The average work time will be 5+5+5/2 because the agent has
worked on two distinct activities.
Wrap: Average wrap time for all the activities worked on. As wrap time is not considered for email
activities its value is always zero.
Handle: Average handle time for all the activities worked on. As the wrap time for email activities is
always zero the work time and handle time will be the same.
Average Handle Time = Total Work Time + Total Wrap Time / Number of distinct activities worked on
Time (hh:mm:ss):
Cumulative Handle Time: The total handle time for all the activities worked on by the user.
Logged On Time: Total time agent was logged in to the application.