Agent statistics

This tab is for supervisors to view their agents' performance for a specific campaign.

You can only see this tab if you:

have the setting Enable Supervisor Elements and Actions selected in SC user settings template
have rights for the user(s)

To narrow down the statistics shown, select the agent(s), campaign, and date range and click Search.

To sort the information and change the columns shown in the table, see Sort, edit, and export tables.

Table 1. Agents table columns
Column	Description
Agent	The name of the agent
Calls Made	Number of calls made in the campaign during the current day / overall campaign total
Handled	The number of customers that have a campaign outcome and do not require more call attempts
Success	Number of calls where the agent has classified the call as Success
Refusal	Number of calls where the agent has classified the call as Refusal
Called Success Rate	Percentage of handled calls where the agent has classified the call as Success
Talking Time Avg.	Average talking time for a campaign call, per campaign. Displayed as average talking time for the current day / average talking time overall for the campaign
Total Talking Time	Cumulative talking time for connected campaign calls. For Predictive campaigns, this includes any time where prompts messages were played for a queuing customer. On the Agent Statistics tab, this includes the talking time of the selected agents who participated in the selected campaign.
Campaign Progress	Progress of the campaign shown as a stacked bar chart: Handled: broken down into Refusal as dark green Other as mid green (the other Handled results) Success as light green Not Handled: in orange Max. Calls: in blue Filtered: in grey Hover your cursor over the chart to see the detailed total numbers for each result.