Within the Report Viewer, the following reports are grouped under User. Each report provides different data to support your reporting needs.
When generating a report, enable the Report Details option to view the calculation behind each column.
Activity Summary
Provides a view of a user's login and logout activity over a selected period.
Parameters: Start Date; End Date; Campaign(s); Team(s); User(s); Break Time Filter.
Column Definitions
| Column | Description |
|---|---|
| Event Start | The time the event occurred. |
| Event End | The time the event ended. |
| Duration | The total duration the user was logged on or in a break status. |
| Man Hours Total | Time logged onto the system, excluding Break time. |
| Break Time Total | Total time spent in Break status. |
Break Detail
Provides a detailed view of a user's break activity.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Break Total | Total time spent in Break status. |
Break Summary by Campaign
Provides a high-level summary of break utilisation across campaigns.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Man Hours | Time logged onto the system, excluding Break status. |
| Active Break Time | Break time logged in the system marked as Active. |
| Man Hours inc Active Break | Man Hours + Active Break Time. |
| Break Total | Total Break time logged in the system. |
| Over Break | Break time logged in the system over the Break target. |
| Break % | Total Break Time / Total Logged In Time. |
Break Summary by Day
Provides a daily view of break metrics.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Man Hours | Time logged onto the system, excluding Break status. |
| Active Break Time | Break time logged in the system marked as Active. |
| Man Hours inc Active Break | Man Hours + Active Break Time. |
| Break Total | Total Break time logged in the system. |
| Over Break | Break time logged in the system over the Break target. |
| Break % | Total Break Time / Total Logged In Time. |
Customer Satisfaction by User
Provides insights on the usage and engagement of Customer Satisfaction surveys.
Parameters: Start Date; End Date; Team(s); Queue(s).
Column Definitions
| Column | Description |
|---|---|
| Offered | Number of surveys sent or presented to a customer. |
| Completed | Number of surveys where all questions were answered and the survey was submitted. |
| Partial | Number of surveys where the customer did not respond to all questions but submitted the survey. |
| Incomplete | Number of surveys where the customer did not respond to any questions or did not submit their responses. |
| Uptake Rate | Surveys Completed / Surveys Offered. |
| Avg | Sum of completed CSAT scores / Number of submitted completed CSAT questions. |
| Detractors | Number of NPS responses where the score was 0–6. |
| Passives | Number of NPS responses where the score was 7–8. |
| Promoters | Number of NPS responses where the score was 9–10. |
| Score | ((Number of Promoters − Number of Detractors) / Number of responses) × 100. |
Data Usage (Voice)
Provides a detailed overview of a user's data usage across calls.
Parameters: Start Date; End Date; Team(s); User.
Column Definitions
| Column | Description |
|---|---|
| Calls | Total calls handled by the user. |
| Persons | Calls classified as a connect. |
| Successes | Total number of successes. |
| # Of Persons To Success | Number of Persons / Successes. |
| Finals | Number of calls that have made their associated leads ineligible for further dialling. |
| Finals Under 10 Secs | Finals with under 10 seconds of talk time. |
| Wrong Numbers | Number of calls with the status of Wrong Number. |
| Not Interested | Number of calls with the status of Not Interested. |
| Do Not Call | Number of calls with the status of Do Not Call. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Agent Answer Machines | Number of Agent Answer Machines. |
| Agent Answer Machines % | Agent Answer Machines / Calls. |
| Exceptions | Calls that are over the maximum handle time or below the minimum handle time as set on the result code. |
| Burned | Finals that are below the expected handle time. |
| Impossible Outcomes | Calls with improper result codes, such as an inbound call with a Busy result code. |
Inbound User Performance (Voice)
Provides a detailed overview of users handling inbound calls.
Parameters: Start Date; End Date; Queue(s).
Column Definitions
| Column | Description |
|---|---|
| Answered | Total inbound calls taken. |
| Successes | Total number of successes. |
| Success Conversion % | Successes / Answered Calls. |
| Answered Calls To Success | Answered Calls / Successes. |
| Talk Time | Total Talk Time. |
| Talk Time Per Answered Call (Avg) | Talk Time / Answered Calls. |
| Wrap Time | Total Wrap Time. |
| Wrap Time Per Answered Call (Avg) | Wrap Time / Answered Calls. |
| Handle Time | Talk Time + Wrap Time. |
| Handle Time Per Answered Call (Avg) | Average Handle Time per Answered Call. |
| Ready Time (Avg) | Wait Time / Answered Calls. |
Occupancy Summary by User
Provides an overview of the time a user has spent in each status.
Parameters: Start Date; End Date; Queue(s).
Column Definitions
| Column | Description |
|---|---|
| Log On Time | Total time logged onto the system. |
| Man Hours | Time logged onto the system, excluding Break time. |
| Break Time | Time spent in Break status. |
| Productive Time | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| Talk Time | Time spent in Talking status. |
| Hold Time | Time spent in Hold status. |
| Ready Time | Time spent in Ready status. |
| Preview Time | Time spent in Preview status. |
| Not Ready Time | Time spent in Not Ready status. |
| Ringing Time | Time spent in Ringing or Calling status (e.g. calling a manual dial or callback before connecting to a customer). |
| Conferencing Time | Time spent conferencing another party into a call (e.g. Hot Key transfers). |
| Wrap Time | Time spent in Interaction and Call Wrapping status. |
| Managing Callbacks Time | Time spent reviewing private callbacks. |
| Interacting Time | Time spent in Interacting status (e.g. replying to an email, webchat, or SMS). |
| Other Time | Includes time spent in Nailup, Coaching, Monitoring, and Barging statuses. |
Omni Agent Overview
Provides a stats overview of interactions handled by a user across digital channels.
Parameters: Start Date; End Date; Channel(s).
Column Definitions
| Column | Description |
|---|---|
| Unique Customers Per Agent | The total number of unique customers that attempted to get in touch. |
| Live Interactions Per Agent | The number of interactions assigned to an agent. |
| Messages Received Per Agent | The number of messages received by the agent from the customer. |
| Messages Sent Per Agent | The number of messages sent by the agent to the customer. |
| Total Messages Per Agent | The total number of messages between agent and customer. |
| Avg Messages Per Live Interaction Per Agent | Total Messages / Live Interactions. |
| Avg Queue Time Per Agent | Total Queue Time / Live Interactions. |
| Total Active Time Per Agent | The total time an agent spent handling interactions, excluding wrapping. |
| Avg Active Time Per Agent | Total Active Time / Live Interactions. |
| Total Wrap Time Per Agent | The total time the agent spent wrapping interactions. |
| Avg Wrap Time Per Agent | Total Wrap Time / Live Interactions. |
Performance (Voice)
Provides a detailed overview of a user's dialling activity and call conversions.
Parameters: Start Date; End Date; Team; User.
Column Definitions
| Column | Description |
|---|---|
| Calls | Total calls handled by the user. |
| Persons | Calls classified as a connect. |
| DMCs | Decision Maker Contacts, based on result code. |
| Successes | Total number of successes. |
| Person to Success | Number of Persons / Successes. |
| Successes Conversion Rate | Successes / DMCs. |
| Inbound Calls | Number of inbound calls received. |
| Inbound Successes | Number of inbound calls that resulted in a success. |
| Inbound Conversion Rate | Inbound Successes / Inbound Calls. |
| Talk Time Per Day (Total) | Total time spent in Talking status on calls. |
| Talk Time Per Person (Avg) | Average Talk Time on calls classified as Persons. |
| Talk Time Per Day (Avg) | Average Talk Time on calls for the day. |
| Wrap Time Per Person (Avg) | Average Wrap Time on calls classified as Persons. |
| Wrap Time Per Day (Avg) | Average Wrap Time on calls for the day. |
| Hold Time Per Day (Avg) | Average Hold Time on calls for the day. |
| Handle Time Per Day (Avg) | Average Handle Time on calls for the day. |
| Callbacks Dialled | Number of private callbacks dialled. |
| Callback Successes | Number of private callbacks dialled that resulted in a success via the result code applied. |
| Callbacks Conversion | Callback Successes / Callbacks Dialled. |
Status Change Detail
Provides a minute-by-minute breakdown of a user's activity within the system.
Parameters: Date; Team(s); User.
User Attendance
Provides a stats overview of user activity and logged-in times.
Parameters: Start Date; End Date; Campaign(s).
Column Definitions
| Column | Description |
|---|---|
| Log On Time (Total) | Total time logged into the system. |
| Man Hours | Login time excluding Break time. |
| Break Time | Total time spent in Break status. |
| Active Break Time | Total time spent in Active Break status. |
| Man Hours inc Active Break | Total Man Hours + Total Active Break Time. |
| Productive Hours | Talk Time + Hold Time + Ready Time + Preview Time + Ringing Time + Conferencing Time + Interacting Time. |
| First Login | The time the user first logged in. |
| Last Logout | The time the user last logged out. |
Wellbeing Card Analysis
Provides a detailed overview of user engagement with a specific Wellbeing card type.
Parameters: Start Date; End Date; Card Type.
Wellbeing Overview
Provides a high-level view of usage and engagement across all Wellbeing cards.
Parameters: Start Date; End Date.