From Bright Pattern Documentation
• 5.19
Agent Tasks Report
The Agent Tasks report provides key performance indicators for agents handling tasks.
Metric Descriptions
The metrics of this report are organized into columns, each of which is described below.
- Date
- The date the task entered the system.
- Offered
- The number of tasks that were pushed to the agent during the reporting interval.
- Not Accepted
- The number of tasks that were pushed to the agent and were not accepted (i.e., returned to the service queue or not accepted from the transferring agent). Note that a postponed task is considered as accepted by the agent.
- Pulled
- The number of tasks that the agent pulled from the service queues during the reporting interval.
- Assigned
- The number of tasks that were placed in the agent’s personal queue by a supervisor or another agent.
- Carried Over
- The number of tasks that were delivered to the agent by any method before the reporting interval and were incomplete at the beginning of the interval.
- Total Processed
- The number of tasks completed or transferred by the agent during the reporting interval
- Completed
- The number of tasks that the agent completed during the reporting interval.
- Transferred
- The number of tasks that the agent transferred during the reporting interval.
- Service Changed
- The number of tasks in the agent's personal queue that were assigned to a different service during the reporting interval.
- Remaining
- The number of tasks in the agent's personal queue at the end of the reporting interval.
- Average Completion Time
- The average time an agent took to complete a task. This is calculated as the time between when a task is offered to an agent and when it is completed or transferred.
- Avg In-Focus Time
- The average time an agent spent with a task actively selected in the communications list. This metric is calculated only for tasks that were completed by agents.
- Avg Out-of-Focus Time
- The average time that the agent had a task active on Agent Desktop but not selected in the active communications list. This metric is calculated only for tasks that were completed by agents.
- Avg Time in Personal Queue
- The average time that each task was in the agent's personal queue before being completed or transferred.
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