User Hourly Average Report

This topic describes the User Hourly Average Report. The User Hourly Average Report highlights individual agent performance by time in ACD status, call counts, call types, and talk time. It provides information on hourly agent activity, including calls handled, along with time spent in different ACD States. Use this report to assist contact center management in determining average performance for agents compared to reasonable expectations.

NOTE: You can also configure this report to show all activity by all projects or for selected individual projects.

Parts of the User Hourly Average Report

Table 104 describes the User Hourly Average Report elements, the corresponding tables, and the formulas used in the calculation (where applicable).

Table 104. User Hourly Average Report
Item	Description	Table	Calculation
Date	The date of user activity.	The corresponding tables include: UserStats StartDate EndDate	None
Average Calls Per Hour	The average number of calls handled for each hour.	The corresponding tables include: UserStats TotACDCalls TimeUserLoggedIn	(TotACDCalls divided by TimeUserLoggedIn (in seconds)) multiplied by 3600 seconds
Average Talk Time	The average time spent talking on phone calls (including hold time).	The corresponding tables include: UserStates TimeTalkACDCalls TimeUserLoggedIn	(TimeTalkACDCalls divided by TimeUserLoggedIn (in seconds)) multiplied by 3600 seconds
Average Available Time	The average time spent in the Available state.	The corresponding tables include: UserStats TotUserAvailable TimeUserLoggedIn	(TotUserAvailable) divided by TimeUserLoggedIn (in seconds)) multiplied by 3600 seconds
Average Busy Time	The average time spent in the Busy state.	The corresponding tables include: UserStats TotUserBusy TimeUserLoggedIn	(TotUserBusy divided by TotLoggedIn (in seconds)) multiplied by 3600 seconds
Average Break Time	The average time spent in the On Break state.	The corresponding tables include: TimeUserOnBreak TimeUserLoggedIn	(TotUserOnBreak divided by TotLoggedIn (in seconds)) multiplied by 3600 seconds
Average Hold Time	The average time spent in the Hold state.	The corresponding tables include: TimeHoldACDCalls TimeUserLoggedIn	(TimeHoldACDCalls divided by TotLoggedIn (in seconds)) multiplied by 3600 seconds
Average Wrap Time	The average time spent in the Wrap-up state.	The corresponding tables include: TimeWrapACDCalls TimeUserLoggedIn	(TimeWrapACDCalls divided by TotLoggedIn (in seconds)) multiplied by 3600 seconds
Average Handle Time	The average time to process calls.	The corresponding tables include: TimeTalkACDCalls TimeWrapACDCalls TotACDCalls	(TimeTalkACDCalls plus TimeWrapACDCalls) divided by TotACDCalls
Total	The average time of each item, for each agent in the report.	The corresponding tables include: UserStats TimeUserLoggedIn	Not applicable
Grand Total	The average time of each item, for all agents in the report.	The corresponding tables include: UserStats TimeUserLoggedIn	Not applicable