Voice Agent Performance Report
Updated
Overview:
Voice agent performance report gives detailed information about the performance of the agent and all the metrics/dimensions are based on agent level. It summarizes the actions, activities, time spent in various status (agent status) and interactions over the day. All the metrics and dimensions are based on unique and individual agent names. This report stores all the details post the call is assigned to an agent and supports a wide range of filters.
This report provides a detailed breakdown of time spent on a call (which includes the time spent talking on phone, the time call was put on hold, the time call rang on the agent console, time spent to fill the after call wrap up form).
The report tracks a wide range of metrics, broken down based on both the amount and percentage of active time spent in each state.
Data Aggregation and Filtering Options | Users can aggregate and filter the report based on various criteria such as the date of call, work queues, agent, case / call custom properties and user custom properties. |
Behavior of Case Custom Fields (CFs) | The ‘Case’ custom field (Dimension with (Case) as a suffix), will consider only the latest value of the case. The ‘Old value’ custom field (Dimension with (Old Value) as a suffix), will only consider the values recorded while the call is ON. I.e. If the CF gets updated post the disconnection of the call, the value will not reflect in reporting. If the case maker logic is set to associate Multiple calls in one case, Old value Custom fields are to be used to provide data at a call level. |
Behavior of User Custom Fields (CFs) | User custom fields in the report always display the latest value of the field. For instance, if a user was part of Team A at the time of macro application but currently belongs to Team B, the report will reflect the current association, showing that the user from Team B applied the macro. |
Supported Channels | The metrics and dimensions in the report are relevant only for voice channel. |
Date filter:
Date Filters are present at the widget level and help you sort the data according to the metric/dimension added in the date filter. It means that cases will populate according to that date filter. In Voice Agent Performance report, 'Call start time' works as the default date filter.
Goup by:
The metrics in Voice Agent Performance report can be grouped / filtered / aggregated by the following standard dimensions.
Account (D) | Account name of the voice application through which the call is made |
ACW (D) | Name of the after call wrap up form that is filled by agent after the call |
ACW Max Time (D) | Maximum time allotted within which ACW form is to be filled |
ACW Skipped (D) | Boolean field telling if the ACW form that pops up after the call was skipped or not |
ACW Submitted (D) | Boolean field telling if the ACW form was submitted after the call or not |
ACW Timed-Out (D) | Boolean field telling if the ACW form was filled before the time out (closed due to time bound configuration of the form) or not |
ACW Type (D) | Type of the ACW form that showed up (For eg, mandatory, mandatory time bound ACWs) |
Agent Call Rejection Reason (D) | Gives the reason for why the call was rejected from the agent's end, to be plotted with call states containing agent reject offer filter to view the exact reasons |
Agent Conference Start Timestamp (D) | The timestamp when the call was put to conference call |
Agent Connected At Timestamp (D) | The timestamp at which the agent connected to the call |
Agent Disconnected At Timestamp (D) | The time at which the agent got disconnected from the call |
Agent Phone Number (D) | The phone number of the agent used to call the customer |
Agent Transferred At Timestamp (D) | Time stamp at which the agent has transferred the call to another agent (Agent 1 controls are disconnected) |
Assigned to User (D) | The name of the user who received the call assignment |
Call Disconnect Time (D) | Time stamp at which the call has disconnected |
Call Disposition (D) | Call disposition form/ ACW will come on the call disposition screen which is filled by the agent to note the intent of the customer |
Call Disposition Plan (D) | The product for which the disposition plan is there |
Call Initiator (D) | States if the call is a segment call (dialed) or scheduled callback |
Call Offered At (D) | Timestamp at which call was assigned to agent |
Call Offered At Interval (D) | Time interval at which call was assigned to agent (useful for aggregation) |
Call Start Date (D) | Date when the call has been initiated/ triggered time |
Call Start Time (D) | The time when the call was triggered/initiated |
Call Start Time Interval (D) | Gives the interval of the call start time, can apply respective aggregation to check hourly, daily,etc intervals |
Call States (D) | Provides details of all the different states the call has been in (agent connected, customer connected, etc.). Can be used as a filter to find no. of calls in a specific state during the journey |
Call Sub-Disposition (D) | Standard field in ACW form where the reason/intent of the call is filled by the agent after the call |
Caller (D) | The phone number of the customer |
Caller Country (D) | The country from where the call was initiated |
Caller Country Code (D) | The country code from where the call was initiated |
Caller State (D) | Name of the state (e.g., Delhi, Punjab) of the caller (one who initiates the call) |
Campaign (D) | Name of the campaign used for outbound calls by the agent |
Campaign Call Attempt Number (D) | Campaign Level Attempt number of profile or Lead (Record) |
Case Number (D) | Unique ID associated with each case |
Conference Initiated (D) | Boolean field telling if the conference was initiated on the call or not |
Conference Received (D) | Boolean field telling if the conference for the call was received or not |
Conference With External Agent (D) | Boolean field telling if the a conference with the external agent (agent not present on sprinklr platform) was initiated or not |
Conversation Completion Status (D) | This specify about the status of the call after it ends. For example - AGENT_NO_ANSWER, CUSTOMER_REJECTED, COMPLETED etc. |
Conversation Id (D) | Unique ID associated to every call received in the system |
Customer (D) | Name of the Customer (will show number if the name is not present) |
Customer Phone Number (D) | The phone number of the customer who initiated the call |
Date (D) | The calendar date on which the activity occurred |
Day Of Week (D) | The day of week when the activity occurred |
Dialer Profile (D) | The profile of the dialer used for outbound calls |
Dialer Type (D) | States if the dialer type is predictive/ preview/ progressive, etc. |
Direction (D) | Provides segregation between inbound/outbound calls |
Disconnected By Agent (D) | Boolean field; if the call was disconnected by agent or not |
Fresh Attempt (D) | Boolean dimension; tells whether the call was made for the first time for the particular campaign or segment |
Global Call Attempt Number (D) | Global Call Attempt Number on Profile or Lead (Record) |
Is Abandoned On Hold (D) | Boolean field telling if the call was abandoned when on hold or not |
Is ACW Callback (D) | Boolean field telling if the call was a ACW callback or not |
Is Scheduled Call Back (D) | Boolean field telling if the call was a scheduled callback or not |
IVR Process (D) | First/Main IVR which was called for inbound call |
Language (Call) (D) | Language selected in the IVR |
Manual Call (D) | Boolean field telling if the call was manually dialed or not |
Manual Call (D) | Boolean field telling if the call was manually dialed or not |
Month Of Year (D) | The month in which activity occurred |
Segment Id (D) | Name of the segment |
Talk Time (D) | Total time spent by an agent in interaction with the customer |
Task Priority (D) | Priority that is given to the tasks related to IVR. The tasks will be performed in the order of their priority marking |
Time Of Day (D) | The time of the day when the activity occurred |
Transferred To Agent(s) (D) | Boolean field telling if the call was transferred to other agents or not |
Transferred To IVR(s) (D) | Name of the IVR to which the call was transferred from the initial IVR |
Transferred To Queue(s) (D) | Name of the queue to which the call was transferred from 1 queue |
User (D) | This dimension provides the name and email ID of the agent along the Agent group |
User Email (D) | Agent's email ID |
User Group (D) | Name of the group of agents |
User Manager (D) | The manager of the agent that is entered in the agent profile on Sprinklr platform |
User Skill and Proficiency(CSV) (D) | Comma separated values of user/agent skills and their proficiency score present on the platform |
User Skills(CSV) (D) | Comma separated values of user/agent skills present on the platform |
Voice Application (D) | The name of the voice application used to call |
Voice Application Number (D) | The phone number of voice application used to call or connect on a call |
Voice Case Number (D) | Unique number/id associated with a case |
Was ACW Callback Requested (D) | Boolean field telling if the ACW callback was requested or not |
Work Queue (D) | Name of all the work queues the call had been in |
Metrics:
ACW Max Time (M) | Maximum time allotted within which ACW form is to be filled |
Agent Initiated Calls Picked Up (Agent) (M) | Number of manual agent calls picked up by the customer |
Average Conference Time (M) | Avg. time for which agent was on a conference call |
Average Consult Received Hold Time (M) | Average of Hold Time for agent of a conference/warm transfer call |
Average Consult Received Time in Warm Transfer (M) | Average of time spent by Agent consulting with other agent during warm transfer |
Average Consult Received Wrap Time (M) | Average of ACW Time for agent of a conference/warm transfer call |
Average Handle Time (M) | Average time for which call was handled by the agent |
Average Hold Time (M) | Overall hold time of agent / no. of cases handled by the agent |
Average Mute Time (M) | Mute time of an agent / no of cases handled by that agent |
Average Ring Time (M) | Average time for which the call rang on the agent console |
Average Talk Time (M) | Total time spent by an agent in interaction with the customer/ no of calls taken by the agent |
Average Wrap Time (M) | Average time taken by the agent for which the call rang on the agent console |
Calls Abandoned On Hold (Agent) (M) | Number of calls abandoned by customers while on hold by agent |
Calls Abandoned On Hold (Agent) (Unique) (M) | Unique number of Calls abandoned by customers while in hold by agent - wrt agent - Cardinal metric |
Conference Initiated Count (Agent) (M) | Total count of calls for which a conference was initiated by the agent For eg, for a call, 2 times conference was initiated, the count here will be 2 because the total conference initiated by the agent is 2 |
Conference Initiated Count (Agent) (Unique) (M) | Number/ count of unique conversation ids for which a conference was initiated on the call by the agent ( Cardinal metric) For eg for a call - 2 times conference was initiated, the count here will be 1 because for 1 unique conversation id, conference was initiated |
Conference Received Count (Agent) (M) | Total count of calls for which a conference was received by the agent For eg for a call - 2 times conference was received, the count here will be 2 because total conference received is 2 |
Conference Received Count (Agent) (Unique) (M) | Number/ count of unique conversation ids for which a conference was received by the agent ( cardinal metric) For eg for a call - 2 times conference was received, the count here will be 1 because for 1 unique conversation id, conference was received |
Conference Time (Agent) (M) | Total time which the agent put the call on conference |
Connected Conference Count (Agent) (Unique) (M) | Number/ count of unique conversation ids for which a conference was connected by the agent ( cardinal metric) For eg, for a call - 2 times conference was received, the count here will be 1 if the agent connects on the call because for 1 unique conversation id, the conference was connected |
Consult Received Accepted (M) | The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions |
Consult Received Accepted (Unique) (M) | The unique number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions wrt to unique conversation id |
Consult Received Hold (M) | The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions |
Consult Received Hold (Unique) (M) | The total number of times that a particular agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions |
Consult Received Time (Agent) (M) | During warm transfer, time spent by agent consulting with other agent |
Consult Received Wrap (M) | The total number of times that this agent was in ACW (Wrap) state after requests for simple consultation that the agent received where the consultations were associated with customer interactions |
Consult Received Wrap (Unique) (M) | ACW time for agent in case of conference/transfer scenario |
Consult Received Wrap Time (M) | ACW Time for agent of a conference/warm transfer call |
Handle Time (Agent) (M) | total_talk_time + total_hold_time + total_wrap_time |
Hold Count(Agent) (M) | Number of times the customer was put on hold for the call by an agent |
Hold Time (Agent) (M) | Time for which the agent has put the call on hold |
Mute Time (Agent) (M) | Time which the call was on mute by the agent |
Number of Agents (M) | Number of users with login credentials in the Sprinklr Environment |
Number of Calls Connected (M) | Total number of calls where agent and customer both connected |
Number of Calls Connected (Unique) (M) | Unique number of calls where agent and customer both connected - cardinal metric |
Number of Calls not Accepted (M) | The total number of customer interactions that were redirected to another resource upon no answer by the agent or were otherwise not accepted by the agent |
Number of Calls not Accepted (Unique) (M) | The unique number of customer interactions that were redirected to another resource upon no answer by the agent or were otherwise not accepted by the agent - cardinal metric |
Number of Calls Offered (M) | Unique number of calls that were offered to the agent - cardinal metric |
Number of Calls Offered (Unique) (M) | Unique number of call that was offered to any agent (Cardinal metric) |
Number of Calls Per Hour (Agent) (M) | Number of Calls Offered / Time Range Selected (in hours) |
Number of Calls Rejected (M) | The unique number of customer interactions that alerted at the agent console and were not accepted - specific to agent |
Number of Calls Rejected (Unique) (M) | The unique number of customer interactions (unique to conversation id) that alerted at the agent and were not accepted - cardinal metric |
Number of Calls Taken (M) | Total number of customer interactions in which both the customer and agent were connected |
Number of Calls Taken (Unique) (M) | Number of customer interactions that were accepted by the agent (Cardinal metric) |
Number of Manual Calls Picked (Agent) (M) | Number of customer connected calls manually dialed by agent |
Number of outbound calls (M) | Number of outbound calls made by agents |
Number of outbound calls (Unique) (M) | Unique number of outbound calls - 1 unique customer phone number will refer to 1 outbound call count |
Outbound Customer Ring Time (Agent) (M) | Time spent by agent when outbound call is ringing at customer end |
Ring Time (Agent) (M) | Total time (in seconds) spent waiting for agent/customer |
Talk Time (Agent) (M) | Total time spent by an agent in interaction with the customer |
Blind Transfer Initiated (M) | The total number of blind transfers initiated by the agent during a call, including transfers directly to another agent or to a queue. |
Blind Transfer Received (M) | The total number of blind transfers received by the agent during a call that were accepted and connected. |
Total Call Duration (M) | Total time duration of the call |
Total Call Invite Time (M) | The total amount of time that customer interactions alerted at this agent console (time the call rang on agent console in predictive dialers where customer connects first), plus the total duration of the dialing that the particular agent performed |
Total Calls Offered (M) | Total number of customer interactions that were offered to agents (takes in multiple interactions as well) |
Total Calls Rejected (M) | The total number of customer interactions that alerted at the agent console and were not accepted - overall count of all the rejected calls |
Total Conference Time (M) | Total time taken the agent put the call on conference with other agents |
Total Handle Time (M) | Overall handle time for agents which includes talk time + hold time + ACW wrap time |
Total Hold Time (M) | Overall call hold time of the agent |
Total Mute Time (M) | Total time taken the agent put the call on mute |
Total Offer Missed Calls (M) | The total number of times when agent does not accept/reject call pop-up at the agent console |
Total Preview Time for Agent (M) | This time is just calculated for Preview Dialers in outbound call - time to preview the call in the console |
Total Profiles (Agent) (M) | Total number of profiles (customer data/profiles) that is assigned to an agent. |
Total Queue Time (Agent) (M) | Time for which call was waiting in work queue for assignment before it got assigned to some agent |
Total Ring Time (M) | Total time for which the call rang on the agent console |
Total Talk Time (M) | Total time spent by an agent in interaction with the customer |
Total Transfers Initiated (Blind/Warm) | The total number of warm and blind transfers initiated by the agent during a call, either to a queue or directly to another agent. |
Total Transfers Received (M) | The total number of warm and blind transfers received by the agent during a call. For warm transfers, this includes instances where the call rang on the agent's console, regardless of whether the agent later accepted the call. For blind transfers, it includes calls that were accepted and connected after ringing on the agent's console. |
Warm Transfer Initiated (M) | The total number of warm transfers initiated by the agent during a call, including transfers directly to another agent (regardless of whether the call was answered) or to a queue. |
Warm Transfer Received (M) | The total number of warm transfers received by the agent during a call, counted either when the call rings on the agent's console, the agent connects on the call (consult call), or the full control of the call is successfully transferred to the agent (successful transfer call). |
Total WrapUp Time (M) | Total time spent by the agent in the ACW (Wrap) state |
Unique Leads (Agent) (M) | No. of unique leads based on profile (a customer can have multiple leads like add to cart, add to wishlist, order return but profile is 1 only therefore the unique leads will be 1 (cardinal metric)) |
Unique Profiles (Agent) (M) | Number of Unique Agents in the call |
Incomplete Warm Transfers (M) | Warm transfers initiated by the agent where the transferred agent may or may not have connected to the call. If connected, it is considered a consult call without full control being transferred to the receiving agent. |
Unsucessful Warm Transfers Received (M) | Warm transfers received by the agent where the agent connected to the call, but it remained only a consult call without full control being transferred. |
Successful Warm Transfers (M) | Warm transfers initiated where the final or complete control of the call was successfully transferred to another agent. |
Sucessful Warm Transfers Received (M) | Warm transfers received where the final or complete control of the call was successfully transferred to the agent. |
Total External Transfer Initiated (Agent) (M) | The total number of external transfers initiated by the agent, regardless of whether the external party connected to the call. |
Total IVR Transfer Initiated (Agent) (M) | The total number of IVR transfers initiated by the agent. |