Agent performance board
This board is designed to help you understand how your agents are performing overall.
This board is designed to help you understand what is happening with your workforce and can help you answer questions such as:
- How are agents performing for specific measures?
- How are agents performing relative to each other?
- How quickly do agents respond to interactions, how often do they use hold or transfer?
Attention: The Agent Performance board reflects inbound queue call data unless specified otherwise.
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use Export where available to generate a .csv or print file (.pdf) of the desired data.
- Use the settings gear to rearrange the available cards if desired.
Notice: Filtration has been updated for consistency across analytics boards, showing deleted queues and agents (anonymized) by default. The Agent Performance board reflects inbound queue call data unless specified otherwise. As a result, the global call type filter has been removed, however sections that previously segmented data by call type continue to show this level of detail. Be sure to review your saved boards and update your filters accordingly.
Agent performance cards
| Card | Description |
|---|---|
| Call type | Data by a call type:
|
| Handled contacts | The total amount of contacts that have called into a queue and connected with an agent. |
| Average handle time (AHT) | The average amount of time a caller and agent were connected, including talk, hold and wrap up time.
Note: This metric varies from the similar Average call duration metric which does not count the wrap up time like this metric, but rather the wait, talk, and hold time instead. Expect differences in the time if comparing these metrics due to the different elements included in each.
Note: If you are comparing this metric to the duration metric for the same call in our Call Reports or the Queue Caller board, you will notice some seeming discrepancies due to what each metric reports on. As stated above, the AHT metric counts the talk, hold, and wrap time, but not the wait time whereas the duration metric found in other reports counts the wait, talk, and hold time, but not the wrap up time since that is specific to Contact Center agents only. For CC customers wanting to see reports on wait time, you'll want to consult the Average Speed of Answer metric.
|
| Total handle time | The total amount of time a caller and agent were connected, including talk, hold and wrap up time. |
| Total handle time trends — Complete only | Shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls. |
| % of handle time spent — Complete only | Shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls. |
| Total call volume trends — Complete only | Shows the total amount of calls that each agent participated in, broken down by call type. |
| % of calls answered — Complete only | Shows the percentage of calls out of 100% that each agent participated in, broken down by call type. |
| % queue calls transferred by agent — Complete only | Shows the percentage of queue calls that an agent answered and then transferred. Hover over the agent's name to see the specific percent and ratio of their transferred calls. |
| Individual performance summary | Shows a breakdown of an agent's performance, with a focus on averages.
|
| Handle time analysis | Evaluate and compare talk time, hold time and wrap time among agents in absolute duration or in relative terms using percentages. |
| Individual workload summary | Showcases the total amount of work and time individual agents are contributing. Individual summations of talk, hold and wrap up are displayed, along with the total summation, known as "workload" in the industry.
|
| Utilization and pause time by agent — Complete only | Shows the total amount of time each agent was available and paused. If multiple queues are selected, it will be the sum total of the time they were available/on pause from all of the selected queues. This means it could extend beyond 24 hours, i.e., If John was paused for 8h 15m in 4 queues then it would show a total pause of 33h. If they were never paused, this field will be blank.
|
| Agent utilization and pause — Complete only | Shows the amount of time an agent was logged in each day, including when they started, when they paused, and when they logged out of a queue. It only shows events once an agent has logged out (creating a closed event). This view will not currently show real-time updates of an agent's availability. To see an agent's real-time status, view the supervisor dashboard. |
Article last updated: 12 February, 2025