Agent - Work Done

The Agent – Work Done reports show group- and agent-specific contact handling times per queue. Reports are based on the data in the Agent universe in SAP BusinessObjects Business Intelligence. There are 4 reports; the monthly, weekly, daily and quarter-hourly reports have similar structure and data content. Only the reported time intervals are different.

The Agent – Work Done reports are entitled for multi-channel contact centers with multiple simultaneous contacts. Agent – Work Done reports contain the working hour metrics, and provide managers with easy-to-digest information of what agents have been doing during their working hours.

The Agent – Work Done reports are sorted by Group – Agent – time unit – profile name. The reports are also expandable / collapsible in this order.

To filter data displayed in the reports, define the following filters:

Table 1. Filters
Filter Parameter	Description
Year/Month/Week/Day	Choose one of the years/months/weeks of the year/days available in the time dimension. The default value is defined by the day previous to the current day.
Contact Allocation	Choose if only the queue contacts are counted, or direct ones, or both of them. The default value is All Contacts.
Group	Choose the reporting group whose information you are interested in. The default value is All.
Agent	Choose the agent. The default value is All.

The reports include reporting data for the following items:

Table 2. Report Column Descriptions
Column type	Column	Description
Grouping data	Group	List of reporting groups where the agent belongs to
	Agent	List of agents
	Time unit	Time unit for limiting reporting data
	Profile name	Agent’s profile
Working Hours	Service Time (Total)	The total time when group/agents have been working in the selected time period, allocation type, and group/agent
	Ready Time	The total time when groups/agents have been with the status Ready in the selected time period, allocation type, and group/agent
	Free Time	The total time when groups/agents have been with the status Ready but have had no incoming contacts in the selected time period, allocation type, and group/agent
	Not-Ready Time	The total time when groups/agents have been with the status Not-Ready in the selected time period, allocation type, and group/agent
	Pause Time	The total time when groups/agents have been with the status Pause in the selected time period, allocation type, and group/agent. Absence profiles such as meeting or lunch generate pause time.
	First Logon	The timestamp of the first logon
	Last Logoff	The timestamp of the last logoff
Handled	Calls (In)	Number of handled inbound calls
	Calls (out)	Number of handled outbound calls
	Consultation Call	Number of handled consultation calls
	E-Mail (In)	Number of handled inbound e-mails
	Chats (In)	Number of handled inbound chat contacts
	Chats (Out)	Number of handled outbound chat contacts
	Callbacks	Count of handled call back request calls Note: This does not mean handled callbacks, since it may have required another call to become handled.
Contact Handling Time	Talking Time (In)	Total inbound call talking time.
	Talking Time (Out)	Total outbound call talking time.
	Consultation Time	Total outbound consultation time.
	E-Mails (In) Time	Total inbound e-mail handling time. The time is active e-mail handling time and does not contain time when e-mail is in pending list.
	Chat Time	Total chatting time.
	Callback Time	Total callback request calling time.
	Wrap-up	Total wrap-up time, contain scripting and resting times.