Communication Hub: Agents - Performance

Updated at December 12th, 2024

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Table of Contents

1. Overview Change Date Range Set Auto Refresh Filter Inboxes Sort Change User Status Assign / Unassign a User to/out of Inbox View User's Activity Log: 2. Customize Performance Page 3. Download Agent Performance Report Understanding the Agent Performance Report Cumulative & Hourly Report Report Specifications Notes

1. Overview

Supervisors/Admins of the organization can access the Performance page through Communication Hub to overview and extract the relevant information for user performance.

To access the User Performance page:

Go to Communication Hub
Click on the Omnichannel tab
Click on Agents
Click on Performance

Change Date Range

Change the Date range filter as below:

Today
Yesterday
This week (from 0:00 of this Monday to 0:00 of next Monday)
This month (from 0:00 of the 1st of this month to 0:00 of the 1st of the next month )
Specific date range
- From must be later than To.
- The range cannot be longer than 90 days (if user needs data for more than 90 days, they should contact the data team).
- Users can click Reset to clear From and To and choose again.

Set Auto Refresh

User can set the timer for the performance page to auto refresh.

Filter Inboxes

User can select to see all inboxes or a specific inbox to see the user performance.

Sort

User can choose to sort by:

Name
Status
Extension Key

Change User Status

User State is a combination of User Status and User Call State.

Combination Rule

The User Call State has priority over User Status.
Example:
- User A has Agent Status = Busy but is on a call, so Call State = Talking
  => User State = Talking
- After the call ends, user A's State will be back to Busy.
To improve efficiency and clarity in our voice, live chat interactions and WhatsApp, when an agent receives an incoming call or handles a live chat message, their state changes to "In Conversation" while their status remains "Available." This ensures more accurate representation of agent activity across channels.
Busy/Away/Offline remain the same as it covers for other channels.

Activity	Channel	User Status	Agent State
Free	Voice	Available	Available
Handle Incoming Calls	Voice	Available	In Conversation
Free	Live Chat	Available	Available
Handle Incoming Calls	Live Chat	Available	In Conversation

User Status

Available
Busy
Away
Offline

Agent State

User Call State	Definition
Available	The agent is available to take call or start a chat
Away	The agent is away from the system
Busy	The agent is busy some other call or having a chat
Offline	The agent is not on the system
Dialing	The system is ringing the user's phone.
In Conversation	The user is talking to the customer.
Holding	The user puts the call on hold.
After Call Work	The user is doing the after-call work.

Channel	Agent Status	System Status	Agent State
Voice Contact Center	Available Busy Away Offline	Free	Available Busy Away Offline
	Available Busy Away Offline	Dialing (Device ringing)	Dialing
	Available Busy Away Offline	Talking (Handling Call)	In Conversation
	Available Busy Away Offline	Wrapping	ACW
Chat Live Chat WhatsApp	Available Busy Away Offline	Free	Available Busy Away Offline
Chat Live Chat WhatsApp	Available Busy Away Offline	Assigned	In Conversation

Assign / Unassign a User to/out of Inbox

Users can be assigned and unassigned to/out of an inbox from just a few clicks

View User's Activity Log:

Supervisors can easily view the activity logs of every user

2. Customize Performance Page

Users can customize the displayed columns in Communication Hub > Omnichannel > Agents > Performance in the UI and the report.

Users can tick/untick the columns and click Save.
The selected columns will be displayed in the UI and will appear in the report when users click Export.

3. Download Agent Performance Report

Understanding the Agent Performance Report

The Agent Performance Report is designed to track the performance of agents/users in the Contact Center as they handle interactions over a specified time period.

In the Communication Hub UI, only specific fields are displayed with shortened field names. However, the report itself provides more comprehensive and detailed information on agent performance.

This report is generated as a .csv file and can be accessed from the User Performance tab in the Communication Hub.

Go to the Communication Hub
Click on the Omnichannel => Agents => Performance Tab
Select the Date Range
Set the required filters
- Select Inbox
Click on Export

Cumulative & Hourly Report

If Time Range = Today / Yesterday, it will support two options: Cumulative and Hourly
If Time Range = This week / This month, it will support two options: Cumulative and Daily

If Time Range = This week / This month, it will support two options: Cumulative and Daily

Report Specifications

Once exported, this is how the report will appear in a downloadable format:

The report will contain the following fields:

Sr No.	Report Field Name	UI Field Name	UI Visible By Default	Definition & Formula	Note
1	User UUID	-	No	The UUID of a user is a unique identifier assigned to each user or agent in the system. It serves as a unique reference for identification purposes and is used to distinguish one user/agent from another.
2	User	User Status	Yes	The name of a user refers to the individual's given name or assigned name within the system. It is the identifier by which the user/agent is commonly recognised and addressed.
3	Number of Inboxes	Inboxes	Yes	The number of inboxes assigned to a user.
4	Assigned Calls	Total Assigned	Yes	The number of calls assigned to a user.
5	Assigned Inbound Calls	Assigned Inbound	No	Number of inbound calls assigned to a user
6	Assigned Callback Calls	Assigned Callback	No	Number of callback calls assigned to a user
7	Answered Calls	Total Answered	Yes	Number of calls assigned and answered by the user.
8	Answered Inbound Calls	Answered Inbound	No	Number of inbound calls assigned and answered by users
9	Answered Callback Calls	Answered Callback	No	Number of callback calls assigned and answered by users
10	Answered Rate (%)	Answered Rate	No	The % of answered calls in relation to the total number of calls assigned to the user: Answered / Assigned (%)
11	Average Speed of Answer (ASA)	Avg Speed of Answer	No	The average wait duration of the calls before the user answered them: Total Connect Duration of Answered Calls / Answered Calls
12	Unanswered Calls	Total Unanswered	Yes	Number of calls the user did not answer
13	Unanswered Inbound Calls	Unanswered Inbound	No	Number of inbound calls the user did not answer
14	Unanswered Callback Calls	Unanswered Callback	No	Number of callback calls the user did not answer
15	Max Ring Duration of Unanswered	Max Ring of Unanswered	No	The longest period a call has rung at the user’s device without being answered before it is considered as an unanswered call
16	Unreachable Calls	Unreachable	Yes	Number of calls that were unable to reach the user’s device due to various reasons such as network issues, device problems or other connectivity issues.
17	SLA Threshold (second)	SLA Threshold	No	The current SLA (Service Level Agreement) threshold set for a user to define the expected level of service (seconds)	User/Agent SLA thresholds are configurable at General Settings tab, under Agent Configuration. The default value for SLA thresholds is set to 10 seconds. - The SLA thresholds can be set to 3, 4, 5, 6, 7, 8, 9, and 10 seconds. - If the SLA threshold is not configured, the field will be displayed as "N/A" to indicate that it is not applicable.
18	Answered Calls within SLA	Answered w/in threshold	Yes	Number of calls answered by a user within the SLA threshold
19	Dropped Calls within SLA	Dropped w/in Threshold	Yes	Number of calls assigned to a user but then dropped by the caller before reaching SLA threshold
20	SLA (%)	SLA	Yes	The % of calls that were answered by a user within the SLA threshold: Answered within SLA / (Assigned - Dropped w/in SLA) (%)	The Dropped Calls within SLA threshold are excluded from the formula’s denominator since they are objective factors to the user's performance. In case the SLA threshold is not configured, this value will be displayed as “0” or “N/A”.
21	Total Talk Duration	Total Talk	Yes	The total duration a user spends engaging in conversation while handling calls
22	Average Talk Duration	Avg Talk	Yes	The average duration a user spends engaging in conversation while handling calls: Total Talk / Answered
23	Max Talk Duration	Max Talk	No	The maximum duration a user spends actively engaged in conversation during a specific call they handle
24	Total Hold Duration	Total Hold	No	Total hold duration refers to the total amount of time a user puts customers on hold
25	Average Hold Duration	Avg Hold	No	Average amount of time for which a user puts customers on hold. It is calculated by dividing the Total Hold duration of a user by the Total Answered Calls by that user. Avg Hold= [Total Hold Duration] / [Answered Calls]
26	Max Hold Duration	Max Hold	No	Maximum amount of time a user puts a customer on hold during a specific call they handle
27	Total ACW Duration	Total ACW	Yes	The total duration a user spends on post-call activities after the call ends
28	Average ACW Duration	Average ACW	No	The average duration a user spends on post-call activities after the call ends: Total ACW / Answered
29	Max ACW Duration	Max ACW	No	The maximum duration a user spends on post-call activities. It is the time spent by the user after ending a call
30	Average Handle Duration	Avg Handle	Yes	The average duration an agent spends handling all answered calls: (Total Talk + Total ACW)/ Answered
31	Available Duration	Available	Yes	Total available duration of an agent	User State = Available
32	Busy Duration	Busy	Yes	Total busy duration of an agent	User State = Busy
34	Away Duration	Away	Yes	Total away duration of an agent	User State = Away
35	Offline Duration	Offline	Yes	Total offline duration of an agent	User State = Offline

Notes

Handle Duration = Talk Duration + ACW Duration
Calls must first reach and enter the queue before they can be assigned to a user for handling
In case the SLA Threshold is left unset, the value of the field SLA Threshold (second) in the report will be displayed as “N/A”.
A simple illustration of a call flow from the user point of view:

users performance communication hub

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