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Agent Performance Voice

Updated

24 days ago

An Agent Performance Report provides detailed insights into an individual agent's work metrics and efficiency. It typically includes data such as the number of cases handled, response times, resolution times, customer satisfaction scores, and other key performance indicators (KPIs). This report helps evaluate an agent's overall effectiveness and identify areas for improvement or training.

Scenarios to use Agent Performance Voice Report

Evaluating Efficiency: Helps assess how quickly and effectively agents handle cases, identifying top performers and areas for improvement.
Identifying Training Needs: Pinpoints areas where agents may need additional training based on performance metrics like response and resolution times.
Performance Reviews: Provides data-driven insights for agent performance reviews, feedback sessions, and goal setting by evaluating the number of calls handled and Average Handling Time (AHT).
Customer Satisfaction Tracking: Monitors customer feedback and satisfaction scores to ensure quality service and identify any issues.
Optimizing Staffing: Assists in balancing workloads and ensuring optimal resource allocation based on agent performance trends.

Dashboard Sections

Performance Overview: The Performance Overview tab provides a concise summary of key metrics, offering a quick snapshot of an agent's overall performance.
Inbound: The Inbound Call Summary is a report provides an overview of key metrics related to inbound calls handled by agents. This summary helps assess the efficiency and effectiveness of agents in handling inbound customer inquiries and can be used to identify trends, areas for improvement, or to measure overall team performance.
Outbound: An Outbound Call Summary provides an overview of all outbound calls made by agents, including key metrics like total calls made, talk time, call outcomes (successful, abandoned, or unanswered), and agent performance. It also tracks conversion rates, call distribution across agents, and any trends related to abandoned calls.
Raw Data: The raw data report provides detailed insights into agent performance across all metrics.

Performance Overview

Let's have a look at the metrics

Name	Definition
Number of Offered Calls	The Number of Calls refers to the total count of calls offered to the agent, including both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call, including inbound and outbound calls dialled.
Number of Abandoned Calls	Refers to calls where the customer failed to connect in outbound calls, or the agent failed to connect in inbound calls, after the call was offered to the agent.
Total Handle Time (Agent)	Handle Time (Agent) depicts the total handle time of the conversation, including the talk time, hold time, preview time, wrap time,etc. based on metrics selected in the service settings screen.
Average Handle Time	Measures the average duration an agent spends handling a customer interaction.AHT= (Total Handle Time/Number of Connected Calls)
Average Talk Time	Measures the average duration an agent spends speaking with a customer during an interaction. Average Talk Time= Total talk Time/ Number of Connected Calls
Average Hold Time	Measures average amount of time a customer spends on hold during an interaction. Average Hold Time= Total Time Spent on Hold by an Agent/ Number of Connected Calls.
Average ACW Time	Time measures the average amount of time an agent spends on tasks related to a customer interaction after the call has ended. Average ACW Time= ACW Time (Agent) / Number of Connected Calls.
Average Handle Time	Measures the average time an agent spends on a customer interaction, including talk time, hold time, and after-call work (ACW).
Average Inbound Ring Time	Measures the average time it takes for an inbound call to be answered by an agent after it is offered.
Average Outbound Ring Time	Measures the average duration a call rings on the agent console for outbound calls, from when the call is initiated until the customer first connects.
Average Preview Time	Measures the average time an agent spends in the preview phase before dialling out an outbound call.

There are 6 different types of reports that you can visualise in the Performance Overview Report:

ACW/Disposition Summary

Top Performers by AHT

Top Performers by ACW Filled

Top Performers by Calls Handled (IB and OB)

Unique Agent Count Trend

Transfer Summary

Inbound

To analyze inbound call performance, the user can click on the Inbound Tab. Within this tab, the Inbound Calls Summary provides a detailed table.

Let’s deep dive into all the metrics of Inbound Call Summary:

Name	Definition
Date	Date of call occurrence
Agent	The Sprinklr user for whom the report is being generated.
Number Of Offered Calls	The total number of calls offered to the agent, including both inbound and outbound calls.
Number Of Connected Calls	The total number of calls where both the agent and customer successfully connected, including both inbound and outbound calls.
Number Of Abandoned Calls	Number of calls abandoned where the customer did not connect in the case of outbound calls, and the agent did not connect in the case of inbound calls, after an offer was made to the agent.
% Connected Calls	Percentage of calls connected out of the total number of calls offered to a particular agent.
Total Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls
Average Ring Time	Average inbound ring time based on the number of inbound calls offered to the agent.
Total Talk Time	Total talk time of the agent across all calls.
Average Talk Time	Total talk time spent by agents divided by the number of connected calls
Total Hold Time	Total time the call was on hold by the agent.
Average Hold Time	Total time spent by agents on hold divided by the number of connected calls
Total ACW Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc. based on metrics selected in the "service settings screen"
Average ACW Time	ACW time per agent divided by the number of connected calls.
Total Handle Time	Represents the total handle time of the conversation, including talk time, hold time, preview time, wrap time, etc., based on the metrics selected in the 'Service Settings' screen
Average Handle Time	Average total handle time, based on values selected in the 'Service Settings' screen, divided by the total number of connected calls.
IVR Transfer Initiated	Total IVR transfers that the agent initiated.
Transfers Initiated	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfer Initiated	Total number of blind transfers initiated by the agent during the call, including transfers directly to an agent or to a queue.
Warm Transfer Initiated	Total number of warm transfers initiated by the agent during the call, including transfers directly to an agent (regardless of whether the call was answered) or to a queue
Transfers Received	Total number of warm and blind transfers received by the agent during the call. For warm transfers, the call rang on the agent's console, whether the agent accepted it or not. For blind transfers, the call was accepted and connected after ringing on the agent's console.
Blind Transfers Received	Total number of blind transfers received by the agent during the call and accepted by the agent (counted only if the agent is successfully connected to the call).
Warm Transfers Received	Total number of warm transfers received by the agent during the call. This includes when the call rings on the agent's console, when the agent connects to the call (consult call), or when the agent takes full control of the call after the transfer (successful transfer).
Max Ring Time	Time taken by the agent to connect the call after the offer was made, for both outbound and inbound calls
Pending ACW Count	Pending ACW for calls that are eligible for ACW.

Outbound

Let's understand the metrics. This summary helps evaluate the efficiency and effectiveness of outbound calling efforts. The Outbound Call Summary is divided into 3 different types of reports:

Outbound Calls Summary: An Outbound call summary provides complete information about the number of calls connected or not connected through dialer or manually. It is a report that provides key details of outbound calls made by agents, typically generated automatically by the system. It includes information such as call duration, handle time, type of transfer, and any actions taken during the call. This summary helps track the effectiveness of outbound campaigns and monitor agent performance.
Dialer Calls Summary: A Dialer Call Summary is a report generated automatically by an outbound dialer system, summarizing the details of each call made by the system.
Manual Calls Summary: A Manual Call Summary report captures all details about outbound calls, including the number of calls offered, calls connected, ring time, hold time, and transfers. It provides a comprehensive overview of the call-handling process for outbound calls.

Outbound Call Summary

Dialer Calls Summary

Manual Calls Summary

Let's have a look at the metrics of the outbound call summary:

Metrics	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Number of Offered Calls	Number of calls which were offered to the agent including both inbound and outbound calls.
Number of Connected Calls	The number of calls refers to the total count of calls where both the agents and the customer are successfully connected, including both inbound and outbound calls.
Number of Dialer Calls Connected	The number of outbound dialer attempted calls connected by the customer refers to the total count of outbound calls made by the dialer where both the agent and the customer are successfully connected on the call.
Number of Manual Calls Connected	The number of outbound dialer attempted calls connected by the customer refers to the total count of outbound calls made by the dialer that were successfully answered by the customer, resulting in a connection between both the agent and the customer.
Number of Schedule Call Backs Connected	The number of outbound schedule callbacks attempted calls that were connected by the customer, i.e., both agent and customer connected on the call.
Number of Not Connected Calls	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
% Connected Calls	Measures the percentage of calls connected over the total number of offered calls with respective to the particular agent.
Total Preview Time	Indicates the total time spent by the agent on calls in case of outbound calls.
Average Preview Time	The Average Preview Time (Agent) is calculated based on the total preview time spent by the agent on outbound calls divided by the number of preview calls dialled out from the system. This metric reflects the average amount of time an agent spends previewing a call before dialing out, specifically for outbound calls.
Total Ring Time	In both outbound and inbound calls, the agent spent time connecting on the call after the offer was made to the agent.
Average Ring Time	Average time call rang on agent console for outbound calls where the customer first connected on the call.
Total Talk Time	Total talk time of the agents on the call.
Average Talk Time	The total time spent by agents talking on the call is divided by the number of connected calls.
Total Hold Time	Total time when the call was put on hold by the agent.
Average Hold Time	Time spent by the agent on hold divided by the number of calls connected.
Total ACW Time	Time spent filling the ACW by the agent based on values selected in service settings screen.
Average ACW Time	Time spent filling the ACW by the agent based on values selected in the service settings screen.
Total Customer Dial Time	Time spent by the agent on the call when the agent has connected to the call, but the customer is yet to join the call.
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the service settings screen.
Average Handle Time	Average of total handle time as per values selected in "service settings screen" over total number of connected calls.
IVR Transfers Initiated	Total IVR transfer that an agent initiated.
Transfers Initiated	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfers Initiated	Total number of blind transfers initiated by the agent on the call including transfers directly to agent or to the queue.
Warm Transfers Initiated	Total number of warm transfers iniatied by the agent on the call that includes transfers directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Transfers Received	A total number of warm and blind transfers received by the agent on the call, i.e. for warm transfer the call rang on the agent console irrespective of if the call was accepted by the agent later or not, and for blind transfer, -> call was accepted and connected post the ring on agent console.
Blind Transfers Received	The total number of warm and blind transfers received by the agent on the call includes both types of transfers. For a warm transfer, the call rang on the agent's console, regardless of whether the agent accepted it later. For a blind transfer, the call was accepted and connected by the agent after ringing on the console. This metric tracks the total instances of both types of transfers received by the agent.
Warm Transfers Received	The total number of warm transfers received by the agent refers to instances where the call either rings on the agent's console, the agent connects to the call (consult call), or the agent successfully takes full control of the call after the transfer (successful transfer call). This metric tracks all scenarios involving the agent in a warm transfer.
Pending ACW Count	It depicts the pending ACW for the calls eligible for ACW.

Let's have a look at the metrics of the dialer calls summary:

Metrics	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Number of Offered Calls	Number of calls that were offered to the agent that includes both inbound and outbound calls.
Number of Connected Calls	A number of calls where agents and customers both connected on the call, including inbound and outbound calls dialled.
Number of Not Connected Calls	Number of abandoned calls where customers didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
% Calls Connected	Percentage of calls connected over total number of offered calls with respect to the particular agent.
Total Preview Time	Indicates the preview time spent by the agent on call in cases of outbound call.
Average Preview Time	Average of Preview Time (Agent) based on a number of preview calls dialled out from the system (only for outbound calls).
Total Ring Time	In both outbound and inbound calls, the agent spent time connecting on the call after the offer was made to the agent.
Average Ring Time	Average time call rang on agent console for outbound calls where the customer first connected on the call.
Total Talk Time	Total time spent by the agent on the call.
Average Talk Time	The total time spent by agents talking on the call is divided by the number of connected calls.
Total Hold Time	Total time the call was put on hold by the agent.
Average Hold Time	Total time spent by agents on hold and divided by number of Connected Calls.
Total ACW Time	Time spent filling the ACW by the agent based on values selected in the service settings screen.
Average ACW Time	The average time the agent took to fill out the after-call wrap-up form for the interaction assigned to the agent is based on the overall interactions handled. This is calculated for all voice cases and calls only.
Total Customer Dial Time	Time spent by the agent on the outbound call when it's ringing to the customer, i.e., the agent is connected and waiting for the customer to join the calls (in case of manual, preview calls).
Total Handle Time	Depicts the total handle time of the conversation, including the talk time, hold time, preview time, wrap time, etc., based on metrics selected in the service settings screen.
Average Handle Time	Average of total handle time as per values selected in service settings screen over total number of connected calls.
IVR Transfer Initiated	The total IVR transfers an agent initiated refers to the number of calls transferred by the agent to the IVR system.
Transfer Initiated	Total count of warm and blind transfers initiated by the agent during the call, either to a queue or directly to another agent.
Blind Transfers Initiated	The total number of blind transfers initiated by the agent during the call, including transfers directly to another agent or to a queue.
Walk Transfers Initiated	Total number of warm transfers initiated by the agent during the call, including transfers to another agent (regardless of whether the call was answered or not) or to a queue.
Transfers Received	The total count of warm and blind transfers received by the agent during the call. A warm transfer occurs when the call rings on the agent's console, regardless of whether the agent accepts it. A blind transfer happens when the call is accepted and connected after it rings on the agent's console.
Blind Transfers Received	The total number of blind transfers received by the agent on the call and accepted by the agent (only counted if the agent is successfully connected).
Warm Transfers Received	The total number of warm transfers received by the agent, counted if the call rings on the console, the agent connects (consult call), or is transferred full control (successful transfer).
Pending ACW Count	Pending ACW for calls that are eligible for ACW.

Let's have a look at the metrics of the Manual Calls Summary:

Metrics	Dimensions
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Number of Offered Calls	Number of calls that were offered to the agent that includes both inbound and outbound calls.
Number of Connected Calls	A number of calls where agents and customers both connected on the call, including inbound and outbound calls dialled.
Number of Calls Not Connected	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
% Connected Calls	Percentage of calls connected over total number of offered calls with respect to the particular agent.
Total Preview Time	IIndicates the preview time spent by the agent on call in cases of outbound call.
Average Preview Time	The Average Preview Time (Agent) is calculated based on the total preview time spent by the agent on calls divided by the number of preview calls dialled out from the system.
Total Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Ring Time	Average time call rang on agent console for outbound calls where customer first connected on the call.
Total Talk Time	Total talk time of the agent on the calls.
Average Talk Time	Total time spent by agents talking on the call / Number of connected calls.
Total Hold Time	Total time the call was put on hold by the agent
Average Hold Time	Total time the call was put on hold by the agent.
Total ACW Time	Time spent filling the ACW by the agent based on values selected in "service settings screen".
Average ACW Time	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only
Total Customer Dial Time	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "service settings screen".
Average Handle Time	Average of total handle time as per values selected in "service settings screen" over total number of connected calls.
IVR Transfer Initiated	Total number of warm and blind transfers initiated by the agent during the call, either to a queue or directly to another agent.
Transfers Initiated (Blind/Warm)	Total number of warm and blind transfers initiated by the agent during the call, either to a queue or directly to another agent.
Blind Transfers Initiated	Total number of blind transfers initiated by the agent during the call, including transfers either directly to an agent or to a queue.
Warm Transfers Initiated	Total number of warm transfers initiated by the agent during the call, including transfers directly to an agent (whether or not the agent answered) or to a queue.
Transfers Received (Blind/Warm)	Total number of warm and blind transfers received by the agent. For warm transfers, the call rang on the agent’s console, whether accepted or not. For blind transfers, the call was accepted and connected after ringing.
Blind Transfers Received	Total number of blind transfers received by the agent and accepted by the agent (counted only if the agent is connected to the call).
Warm Transfers Received	Total number of warm transfers received by the agent. This includes when the call rings on the agent's console, when the agent connects to the call (consult call), or when the agent is fully transferred control of the call (successful transfer).
Pending ACW Count	Pending ACW for calls that are eligible for ACW.

Manage Dashboard

Date Range Section

A date range selector allows you to choose the period for viewing data. You can customize the range by setting a start and end date, or select from options like today, this week, last 7 days, last 30 days, last 60 days, last month, last year, or lifetime.

Name	Definition
Agent	The sprinklr user for whom the report is being generated.
Is ACW Submitted	A Boolean field indicating whether the ACW (After-Call Work) has been submitted or not.
ACW Time Pending State	Time spent on ACW after it is moved to a Pending state due to a timeout.
Total ACW Time	Time spent by the agent on filling out the ACW, based on the values selected in the "Service Settings" screen.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Sub Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form
Disposition Count	Number of dispositions that is filled by the particular agent.

Metric	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Transfer Inititated(Blind / Warm)	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Warm Transfers Initiated	A total number of warm transfers initiated by the agent on the call that includes both transferred directly to the agent (irrespective of if the call was answered by the agent or not) or to the queue.
Blind Transfers Initiated	The total number of blind transfers initiated by the agent on the call that includes both transfers directly to the agent and to the queue.
Consult Transfer Initiated	Warm Transfer initiated by the agent irrespective of if the agent is connected on the call or not. In case connected - it was only a consult call and control wasnt transferred to this particular agent.
External Transfer Initiated	Total external transfers which an agent initiated irrespective of if the external agent connected on the call or not.
IVR Transfer Initiated	Total external transfers which an agent initiated irrespective of if the external agent connected on the call or not.