Analytics pages give the administrators insights into various facets of call behaviour, allowing an in-depth understanding of call patterns.
For a fuller understanding of the difference between Agents and Participants, please refer to the chapter on the Agent Workspace; the features enabled on an extension will define whether an extension can be an agent.
Agent analytics provide an in-depth view of the performance of each agent or participant. The main page offers a view with filters that an administrator can use to display groups, a particular extension in this summary view, or all extensions regardless of queue participation.
The overview shows a number of details including the number of queues an agent is engaged in, the total calls answered or missed, and the average call times. Selecting an agent will provide a detailed report on their performance. An agent’s detailed view will incorporate time and attendance reporting, such as a login summary, a pause summary by date, and a pause summary by reason. It is possible to select a date and see a detailed breakdown of each event during that day.
A breakdown of agent call performance per queue is available and should disposition be enabled on those queues, a summary of those per queue as well. Every item in blue in this report is selectable for more detail on that specific item; for example, for a list of answered calls in a particular queue, it is possible to select the Answered value of that queue, and those details will be displayed in a new tab.
When an agent’s call recordings have been reviewed as part of a scoring module assignment, the Scoring summary will be present in the agent analytics.
When a singular day's information is requested, the report will show the Scorecards per assignment, but when multiple days are requested a chart will show the scorecards in date range, depending on how large the date range is (Day, Weeks, Months Etc). Different Scorecards will be presented in colour-coded columns.
A participant’s detailed view only shows their breakdown of activity, i.e. a list of calls and pauses per queue during today by default.
Should a date range of multiple days be selected, then a summary of calls per queue per day will be displayed.
Agent
How to View All Agent Analytics.
How to View Individual Agents Analytics.
Queue
How to View ALL Queue Analytics.
How to View Individual Queue Analytics.
How to use the Queue Analytics to trace Inbound/Outbound calls.
Inbound
How to View Inbound Analytics.
Campaign
How to View Campaign Analytics.
Automated