Worker Activity Report
The Worker Activity Report displays a summary of workers’ activities, including calls and workers state activities.
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To generate a Worker Activity report: |
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1.
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Open the Worker Activity Report page (Reports > Interaction Center Reports > Voice Reports > Worker Activity Report); the following appears: |
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2.
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Select the appropriate filter fields: |
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Interval: Defines how the report's date intervals are segmented. Select the box to reveal a drop-down list of predefined time periods, based on the customer's end date ("Date To"): |
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Last Day: Displays data from the past day, segmented by hours. |
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Last Week: Displays data from the previous week, separated by days. |
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Last Month: Displays data from the previous month, categorized by weeks. |
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Last Year: Displays data from the last year, organized by months. |
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Date From: Defines this report for a specific date/time range. |
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Date To: Defines this report for a specific date/time range. |
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Workers: Defines information that is related to a specific worker. |
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Worker Group: Defines information that is related to a specific worker group. |
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Extension: Defines information that is related to a specific extension. |
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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options: |
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Tenant time zone: Defines the information in this report based on the tenant configured time zone. |
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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings. |
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Local time zone (Web): Display the information in this report on the browser local time zone. |
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3.
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The following is a description of the report fields. |
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| Worker Name |
Defines the first name and last name of the Worker. |
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Worker Extension
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Defines the Worker's extension number.
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| Total Calls
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Defines the total number of outbound and inbound calls.
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| Outbound Calls
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Defines the total number of outbound calls. Outbound calls refer to calls that workers manually dial.
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| Inbound Calls
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Defines the total number of inbound calls. Inbound calls refer to calls received by workers via queues or direct calls.
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Calls Presented
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Defines the number of calls routed to the Worker, regardless of whether the Worker picked up the call.
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Calls Handled
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Defines the number of calls that were accepted by the worker.
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| Calls Declined |
Defines the number of calls that were not answered or were declined by the Worker. |
| Calls Handle Ratio (%) |
Defines the Handle ratio = Calls that the Worker handled / Calls that are routed to the Worker (Overall percentage). |
| Transfer Out |
Defines the available field for queued calls.
Defines the number of calls that were transferred by the worker to other workers.
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| Max Talk Time |
Defines the longest talk time of any call that the Worker handled.
Talk Time refers to the elapsed time, between the time a Worker connects to a call and the time that the call is disconnected or transferred, including hold time.
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| Avg. Talk Time
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Defines the average talk time for calls that the Worker handled.
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| Avg. Hold Time |
Defines the average hold time for calls that the Worker handled. |
| Max. Hold Time |
Defines the longest hold time of any call that the Worker handled. |
| Avg. Consult Time |
Defines the average consult time of any call that the Worker handled. |
| Max Consult Time |
Defines the longest consult time of any call that the Worker handled. |
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4.
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Click Generate to generate the report; click Export CSV to export the report in CSV format. |
