Agent Metrics Daily Report

Generating the Report

On the Reports tab, select New Report.

In the list of reports, choose Agent Metrics Daily Report.

Enter the Report Name and Report Description.

Select a Time Period.

Select Data Filters.

Select Report Generation and choose from the following options:

Run On Demand
Schedule — You can create up to six schedules (only one if you select Hourly).

Select Format:

Enter a Send To address (single email address or mailing list).

Select Create.

The Agent Metrics Daily Report is generated.

Select the Run icon next to the report instance.

Run On Demand: Triggers report generation immediately when selected.

Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.

Select the PDF/Page icon to download the report.

The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The report is generated and available for download.

Report Fields

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date (12:00 am–11:59 pm) — figures grouped by Date and Channel.	”2023-01-25”	NA	NA
Channel	Name of the channel.	Channel name	NA	NA
Sessions	Number of conversations accepted by the agent.	84	NA	NA
Total ACW	Total time the agent spent in After Call Work (ACW).	“323:21:23”	NA	NA
Average ACW	Total ACW / Sessions.	”323:21:23”	SUM	SUM
Holds	Number of times the agent placed conversations on hold.	63	AVG	SUM
Total Hold	Total time the agent placed conversations on hold.	”323:21:23”	SUM	SUM
Average Hold	Total Hold / Sessions.	”323:21:23”	SUM	SUM
Total Handle	Sum of all handle times for each conversation by the agent.	”323:21:23”	SUM	SUM
Average Handle	Total Handle / Sessions.	”323:21:23”	AVG	AVG
Transfers	Number of conversations transferred from the agent.	39	SUM	SUM
Transfer %	(Transfers / Sessions) × 100.	38%	AVG	AVG
Average CSAT	Sum of all CSAT values (1–5) / Number of sessions with scores.	4.32	AVG	AVG

Generating the Report