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| − | <translate>= Intra-Team Performance Report= | + | <translate>= Intra-Team Performance Report= <!--T:1--> |
This report provides general performance metrics for selected agents of selected teams. | This report provides general performance metrics for selected agents of selected teams. | ||
| + | <!--T:2--> | ||
All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the [[reporting-reference-guide/AgentEmailReport|Agent Email Report]]. | All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the [[reporting-reference-guide/AgentEmailReport|Agent Email Report]]. | ||
| − | == Metric Descriptions == | + | == Metric Descriptions == <!--T:3--> |
=== Occupancy % === | === Occupancy % === | ||
''Occupancy %'' is the percentage to time that the agent spent handling calls, including after call work, relative to the total working time (i.e., handling calls and being ready to handle calls). | ''Occupancy %'' is the percentage to time that the agent spent handling calls, including after call work, relative to the total working time (i.e., handling calls and being ready to handle calls). | ||
| − | === Average Handling Time (Inbound) === | + | === Average Handling Time (Inbound) === <!--T:4--> |
''Average Handling Time (Inbound)'' is the average handling time, including after call work, for inbound calls. | ''Average Handling Time (Inbound)'' is the average handling time, including after call work, for inbound calls. | ||
| − | === Average Handling Time (Outbound) === | + | === Average Handling Time (Outbound) === <!--T:5--> |
''Average Handling Time (Outbound)'' is the average handling time, including after call work, for outbound calls. | ''Average Handling Time (Outbound)'' is the average handling time, including after call work, for outbound calls. | ||
| − | === Total Logon Time === | + | === Total Logon Time === <!--T:6--> |
''Total Logon Time'' is the total time that the agent was logged on during the reporting interval. | ''Total Logon Time'' is the total time that the agent was logged on during the reporting interval. | ||
| − | === Number of Surveys === | + | === Number of Surveys === <!--T:7--> |
These are the ''number of surveys'' available for calls handled by the agent. | These are the ''number of surveys'' available for calls handled by the agent. | ||
| − | === First Call Resolution % === | + | === First Call Resolution % === <!--T:8--> |
''First Call Resolution %'' is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls handled by the agent. | ''First Call Resolution %'' is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls handled by the agent. | ||
| − | === Contact Satisfaction === | + | === Contact Satisfaction === <!--T:9--> |
''Contact Satisfaction'' is the average of contact satisfaction marks from all surveys available for calls handled by the agent. | ''Contact Satisfaction'' is the average of contact satisfaction marks from all surveys available for calls handled by the agent. | ||
| − | === Net Promoter Score === | + | === Net Promoter Score === <!--T:10--> |
The ''Net Promoter Score'' (NPS) is based on the results of surveys available for calls handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ | The ''Net Promoter Score'' (NPS) is based on the results of surveys available for calls handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/ | ||
| − | === Call Rejects === | + | === Call Rejects === <!--T:11--> |
''Call Rejects'' is the number of inbound calls that the agent actively rejected. | ''Call Rejects'' is the number of inbound calls that the agent actively rejected. | ||
| − | === Initiated Transfers === | + | === Initiated Transfers === <!--T:12--> |
''Initiated Transfers'' is the number of calls that the agent transferred. | ''Initiated Transfers'' is the number of calls that the agent transferred. | ||
Revision as of 15:34, 2 January 2020
<translate>= Intra-Team Performance Report= This report provides general performance metrics for selected agents of selected teams.
All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.
Metric Descriptions
Occupancy %
Occupancy % is the percentage to time that the agent spent handling calls, including after call work, relative to the total working time (i.e., handling calls and being ready to handle calls).
Average Handling Time (Inbound)
Average Handling Time (Inbound) is the average handling time, including after call work, for inbound calls.
Average Handling Time (Outbound)
Average Handling Time (Outbound) is the average handling time, including after call work, for outbound calls.
Total Logon Time
Total Logon Time is the total time that the agent was logged on during the reporting interval.
Number of Surveys
These are the number of surveys available for calls handled by the agent.
First Call Resolution %
First Call Resolution % is the percentage of surveys that indicated first call resolution relative to the total number of surveys available for calls handled by the agent.
Contact Satisfaction
Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls handled by the agent.
Net Promoter Score
The Net Promoter Score (NPS) is based on the results of surveys available for calls handled by the agent. For more information about NPS, see http://www.netpromoter.com/why-net-promoter/know/
Call Rejects
Call Rejects is the number of inbound calls that the agent actively rejected.
Initiated Transfers
Initiated Transfers is the number of calls that the agent transferred.
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