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Working with Standard Reports >
Agent Profile and Productivity Reports
This topic describes the agent profile and productivity reports. It includes the following information:
Login by Groups of Users Report
The Login by Groups of Users Report shows the total logged-in time for each agent. It is similar to the Login by User Report, except that this report shows data for the entire period, and not for each session.
NOTE: When configuring this report, you can use the Users Supervised By option to exclude supervisors.
Table 76 describes the main report elements.
Table 76. Login by Groups of Users Report
| Column
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Description
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| Agent or Workgroup, Department, or Supervisor to which the agent belongs
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This report can include all agents in a department or workgroup, supervised by a supervisor, or only selected agents. The names of the departments, workgroups, supervisors, or agents appear in this column.
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| Total
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The total time (hh:mm:ss) that the agent was logged in to Oracle Contact Center Anywhere.
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| Username
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The agent's login name.
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Agent Skills Report
The Agent Skills Report shows the agent profiles and their associated skill levels. It shows:
- All the skills defined for your company
- Which agents possess each skill
- Each agent's rating for that skill
Thus, you can quickly see which agents possess which skill in your contact center, and identify the agents whom you want to include in a workgroup requiring specific skills or requirements.
NOTE: This report is available only to companies for which skills were created.
Table 77 describes the main report elements of the Agent Skills Report.
Table 77. Agent Skills Report
| Column
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Description
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| Skill Name (such as Macintosh, PC, UNIX)
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The name of the skill required for the agent.
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First Name
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The agent's first name.
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Last Name
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The agent's last name.
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Rating
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The skill-level rate (weighting from 0 to 100) assigned to a skill when creating an agent.
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Agent Utilization Report
The Agent Utilization Report shows agent activity, including the amount of time each agent spent handling interactions, awaiting interactions, on a break, and the total time logged in.
Table 78 describes the main report elements.
Table 78. Agent Utilization Report
| Column
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Description
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| Agents
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The full names of the agents appear below this column (one agent for each row).
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| Available
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How long (hh:mm:ss) the agent's status was Available and the percentage of time that the agent was Available when compared with the agent's total logged-in time.
This amount accumulates each time that the agent logs in.
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| Busy
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How long (hh:mm:ss) the agent's status was Busy, and the percentage of time that the agent was Busy when compared with the agent's total logged-in time.
This amount accumulates each time that the agent logs in.
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| On Break
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How long (hh:mm:ss) the agent's status was On Break, and the percentage of time that the agent was On Break when compared with the agent's total logged-in time.
This amount accumulates each time that the agent logs in.
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| Report Date Range to Include
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This report includes information from this date (dd/mm/yyyy) and time (hh:mm:ss) to this date (dd/mm/yyyy) and time (hh:mm:ss).
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| Total Time Logged In
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How long (hh:mm:ss) the agent was logged in to Oracle Contact Center Anywhere. (The time accumulates each time that the agent logs in.)
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Direct Dialing Statistics Report
The Direct Dialing Statistics Report shows nonworkgroup calls where:
- An agent dialed another agent
- An agent called an external number
- A caller dialed an agent directly
This report shows the activity for the entire company, and includes all agents in a selected project or workgroup, and not only the agents whom you supervise.
The report includes three areas:
- Agent Segment Processing. The average time that agents spent in various phases of each interaction.
- Summary. The overall data for the interactions received and overview data for the interaction waiting times.
- Media Type Segments Received. The number of interactions of each media type handled by the selected projects.
For more information on the report elements, their corresponding tables, and formulas used in the calculations (where applicable), see: Agent Segment Processing Area, Media Type Segments Received Type Area, and Summary Area.
Agent Segment Processing Area
The Agent Segment Processing area of the Direct Dialing Statistics report shows the average time that agents spent in various phases of an interaction.
Table 79 describes the Agent Segment Processing area of the Direct Dialing Statistics report.
Table 79. Direct Dialing Statistics Report: Agent Segment Processing Area
| Column
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Description
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Calculation
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| Average Talk Time (ATT)
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The average time (in seconds) that agents spent talking with callers, including hold time (for the requested period).
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Not applicable
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| Average Hold Time (ATH)
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The average time (in seconds) that agents kept callers on hold (for the requested period).
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Not applicable
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| Average Handle Time per Segment
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The average time (in seconds) that agents spent processing a call (including talk time, hold time, and wrap-up time) for the segment of the call for the reporting project (for the requested period).
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(talk time plus wrap-up time) divided by (total interactions)
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Media Type Segments Received Type Area
The Media Type Segments Received Type area of the Direct Dialing Statistics report shows the number of interactions of each media type handled by the selected projects or workgroups.
Table 80 describes the Media Type Segments Received Type area of the Direct Dialing Statistics report.
Table 80. Direct Dialing Statistics Report: Interaction Type Area
| Item
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Description
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Table
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| Direct Inbound
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The number of calls made by callers directly to a specific agent plus calls abandoned in the IVR before becoming an ACD call (even if the call was not directed to an agent). A caller using the company directory to reach a specific agent is also counted as a direct inbound call.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
- HasInbound
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| Direct Outbound
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The number of calls made by agents directly to an external phone number.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
- HasOutbound
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| Inbound Extension
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The number of calls received by agents from other agents.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
- HasInExt
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| Outbound Extension
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The number of calls made by a specific agent to other agents.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
- HasOutExt
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| Total Segments Received
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The total number of direct dialed calls made or handled by agents (for the requested period).
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
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Summary Area
The Summary area of the Direct Dialing Statistics report shows the overview data for the interactions received and interaction waiting times.
Table 81 describes the Summary area of the Direct Dialing Statistics Report.
Table 81. Direct Dialing Statistics Report: Summary Area
| Column
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Descriptions
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Table
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Calculation
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| Total Interactions Received
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The total number of interactions received by the specified project.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
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Not applicable.
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| Number of Times Interactions Went to Hold
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The total number of times that nonworkgroup voice interactions are placed on hold at any time by an agent.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
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Not applicable.
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| Duration of Interactions
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The total time that interactions spent in Oracle Contact Center Anywhere.
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Corresponding tables include:
- HistoryActions
- ReportCallCenterKeyNoACD
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The difference between the time that Oracle Contact Center Anywhere received the interaction and the end of the interaction.
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Agent Information Report
The Agent Information Report shows profile information for each agent defined for the company, in the workgroups and departments that you select.
Table 82 describes the Agent Information Report and its corresponding tables.
Table 82. Agent Information Report
| Column
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Description
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| Accounting Standing
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Identifies whether the agent is active or inactive.
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| Active Address
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The number that the agent configured for inbound call-routing.
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| Email
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The agent's email address.
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| Extension
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The agent's telephone extension number.
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| First Name
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The agent's first name.
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| Last Name
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The agent's last name.
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| Phone
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The agent's telephone number.
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| Skills
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The skills assigned to the agent.
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| Username
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The agent's login name.
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| Workgroups
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The workgroups to which the agent belongs.
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Agent Interaction Report
The Agent Interaction Report shows the distribution of calls and other interaction types for agents grouped by projects, workgroups, or departments. It shows the number of interactions that the agent handled.
Table 83 describes the main Agent Interaction Report elements, and their corresponding tables.
Table 83. Agent Interaction Report
| Column
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Description
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Table
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| Agents
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The agent's full name. This column shows the list of agents (one agent user name for each row).
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Not applicable
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| Callback
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The number of callback interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasACDCallback
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| Chat
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The number of chat interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasChat
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| In Ext
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The number of telephone calls that the agent received from other Oracle Contact Center Anywhere agents.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasInExt
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| Inbound
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The number of inbound calls made directly to and accepted by the agent.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasInbound
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| Out Ext
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The number of telephone calls that this agent made to other Oracle Contact Center Anywhere agents.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasOutExt
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| Outbound
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The number of outbound calls that this agent made to customers.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasOutbound
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| Predictive
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The number of predictive call interactions accepted by the agent.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasPredictive
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| Preview
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The number of preview call interactions made by the agent.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasPreview
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| Total
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The total number of interactions handled by the agent.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
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| Voicemail
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The number of voicemail interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasVoicemail
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| Web Callback
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The number of Web callback interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasWebCallback
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| Workgroup Calls
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The number of workgroup calls that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasACDCalls
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| Workgroup Email
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The number of workgroup email interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasEmail
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| Workgroup Fax
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The number of workgroup fax interactions that the agent accepted.
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Corresponding tables include:
- HistoryActions
- ReportsAgentInteractions
- HasFax
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Login by User Report
The Login by User Report shows the total time that agents and supervisors were logged in to Oracle Contact Center Anywhere for each session.
The difference between this report and the Login by Groups of Users Report is that the Login by User Report shows data for each session. The Login by Groups of Users Report shows data for the entire period.
Table 84 describes the Login by User Report elements.
Table 84. Login by User Report
| Column
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Definition
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| Username
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The agent's login name.
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| Duration
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How long the agent was logged in to Oracle Contact Center Anywhere for each session.
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| Login Date
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The day (mm/dd/yyyy) when the agent logged in to Oracle Contact Center Anywhere.
NOTE: The Date format can vary. It depends on the default settings for the report, or users' selections when they view the report.
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| Login Time
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The time (hh:mm:ss A.M. or P.M.) when the agent logged in to Oracle Contact Center Anywhere.
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| Total Time Logged In
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How long the agent was logged in to Oracle Contact Center Anywhere, which is a cumulative value of multiple login times for the same login date.
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