Worker Activity Report

The Worker Activity Report displays a summary of workers’ email activities, including emails and workers state activities.

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To generate a Worker Activity report:

Open the Email Worker Activity Report page (Reports > Interaction Center Reports > Email Reports > Worker Activity Report); the following appears:

Select the appropriate filter fields:

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Interval: Defines how the report's date intervals are segmented. Select the check box to view 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 the report for a specific date/time range.

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Date To: Defines the report for a specific date/time range.

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Worker: Defines information related to a specific worker.

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Worker Group: Defines information related to a specific worker group.

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Timezone Display Mode: Defines the 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 based on the tenant configured time zone.

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Flow time zone: Defines the information based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Display the information on the browser local time zone.

The following is a description of the report fields.

Field	Description
Worker Name	Defines the first name and last name of the Worker.
Emails Presented	Defines the number of emails routed to the Worker, regardless of whether the Worker replied to the email.
Emails Handled	Defines the number of emails that were accepted by the worker.
Emails Declined	Defines the number of emails that were not answered or were declined by the Worker.
Handle Ratio (%)	Defines the Handle ratio: emails that the Worker handled / emails that are routed to the Worker (overall percentage).
Transfer Out	Defines the available field for queued emails. Defines the number of emails that were transferred by the Worker to other Workers.
Max Interaction Time	Defines the longest interacting time of any email that the Worker handled. Talk Time refers to the elapsed time between the time a Worker accepted the email and the time that the email was sent or transferred.
Avg. Interaction Time	Defines the average interacting time for emails that the Worker handled.

Click Generate to generate the report; click Export CSV to export the report in CSV format.