This is an agent level report and thus the Call Activity values recorded are based on/ derived from the Agents’ console or the workspace. This section gives insights on every case with respect to each agent involved in the case, provides the time split/ time taken during the call processing and the After call Work/ Disposition details of the call.

Values Plotted:
This report provides the Call level activity of the agent for every call offered.

• Conversation ID is an unique ID created for every call made against a case.

• User: Name of the agent.

• User Email: Email ID of the agent.

• Calls Offered : Total number of customer interactions that were offered to an agent. Every offered call would fall under any one of these mentioned buckets.

• Calls Connected: Calls in which both the customer and agent connected.

• Customer connected & agent not connected: Calls which were offered but not accepted by the agent.(Customers may remain connected incase of Outbound IVR, Preview, Predictive and Progressive dialers). 

• Agent Connected & Customer not connected: Calls in which agent connected, but customer did not connect. (Agent by default remains connected in case of Manual & Scheduled callbacks). 

• Neither Agent nor Customer Connected Calls - Calls offered to agents on which neither customer nor agent were connected. (In case if customers declined the Outbound IVR, Preview, Predictive and Progressive dialers triggered.

This segment provides the segregation of the call time handled by the agent in every stage of the call from the Agent call connection to the Agent call disconnection.

• Talk Time (Agent): Total time spent by an agent in interaction with the customer.

• After Call Wrap-up Time (Agent): Total time spent by the an agent in the ACW (Wrap) state.

• Hold Time (Agent): Overall call hold time.

• Handle Time (Agent): Overall call handling time (Talk time + Hold time+ Wrap Time).

• Agent Connected At Timestamp: Time at which the call was connected with the agent.

• Agent Disconnected At Timestamp: Time at which the agent disconnects the call.

• Call Disposition Plan Id: The product for which the disposition plan is there.

• Call Disposition: This will come from the call disposition screen (Intent of the customer).

• Call Sub-Disposition: Reason of the intent (why).

• ACW Submitted: Boolean field telling if ACW is submitted or not.