Answer Stats

This screen allows you to generate a report based on call time statistics, such as the amount of time it takes to pick up a call and the average time spent on calls. The filter region is where specific criteria is selected and applied to generate the Answer Stats report.

NOTE: For detailed information about the gauges, see Report Descriptions.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Answer Stats Report

Access Answer Stats

  1. Select Metrics from the left-navigation menu.
  2. Select Performance.
  3. Select Answer Stats.

Select Report Parameters

NOTE: The parameters for a report depends on the Target Resource selected.  Data for each report differs by Agent and by Skill selection.

Target Resource - Workgroup

  1. Select Workgroup from the Target Resource drop-down menu.
  2. Select the specific workgroup from the drop-down menu to the right of the target resource.
  3. Select the by Skill or by Agent radio button as required.
    1. If by Agent - select the Active after: date from the calendar.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.

Target Resource - Site

  1. Select Site from the Target Resource drop-down menu.
  2. Select the specific site from the drop-down menu to the right of the target resource.
  3. Select the by Skill or by Agent radio button as required.
    1. If by Agent - select the Active after: date from the calendar.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.

Target Resource - Skill

  1. Select Skill from the Target Resource drop-down menu.
  2. Select the specific skill from the drop-down menu to the right of the target resource.
  3. Select the Reference Period from the drop-down menu.
  4. Select the calendar icon to select the Period.
  5. Select the Status from the drop-down menu.
  6. Select Apply.

Target Resource - SkillTeam

  1. Select SkillTeam from the Target Resource drop-down menu.
  2. Select the Active after: date from the calendar.
  3. Select the specifics skill team from the drop-down menu to the right of the Active after.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.

Target Resource - Supervisor

  1. Select Supervisor from the Target Resource drop-down menu.
  2. Select the Active after: date from the calendar.
  3. Select the specific supervisor from the drop-down menu to the right of the target resource.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.

Target Resource - Agent

  1. Select Agentfrom the Target Resource drop-down menu.
  2. Select the Active after: date from the calendar.
  3. Select the specific agent from the drop-down menu to the right of the Active after.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.

Target Resource - Employee Team

  1. Select Employee Team from the Target Resource drop-down menu.
  2. Select the Active after: date from the calendar.
  3. Select the specific employee team from the drop-down menu to the right of the Active after.
  4. Select the Reference Period from the drop-down menu.
  5. Select the calendar icon to select the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Viewing Reports

The report selected is displayed:

NOTE: Use the view options to review different levels of detail.

  • Select the Summary View radio button to review the totals of all applicable skills.

  • Select the Detailed View radio button to review a breakdown by Skill or Supervisor/Agent.

Report Descriptions

The following descriptions are provided for additional information.

Gauge

Description

AHT

Measures the average handle time. This report displays at the Skill level

ACW

Measures the after call work.  This report displays at the Agent level

ASA

Measures the average speed of answer. This report displays at the Skill level

ATT

Measures the average talk time.  This report displays at the Agent level

Export Charts and Reports

Select the CSV, Excel, PDF, Print, or Email link from the charting region.

 

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