Agent Performance

The Agent Performance report is an Interactive Report that provides an overview of historical performance metrics for agents. It focuses on agent-level activity, workload, states, utilization, and time-based distributions across multiple analytical pages.

This report supports interactive analysis, filtering, drill-through navigation, and exporting.

Available Pages

The Agent Performance report consists of the following pages:

  • Main

  • Intervals

  • Volume

  • Wrapups

  • States

  • Utilization

  • Idle States

  • Averages

Main

The Main page provides a high-level overview of agent performance for the selected time period.

It visualizes the overall task flow and key performance indicators, including:

  • Total tasks

  • Offered and accepted tasks

  • Not accepted and error-related outcomes

  • Transferred in and transferred out tasks

  • Accept rate and abandoned metrics

The layout emphasizes the relationship between offered, accepted, and transferred tasks using a flow-style visualization.

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Intervals

The Intervals page focuses on time-based analysis using start intervals.

It typically includes:

  • Accept rate trends by start interval

  • Task volume distribution by interval

  • Comparison of offered, accepted, abandoned, and transferred tasks over time

This page helps identify performance patterns and fluctuations throughout the day.

../_images/agent-performance-2.png

Volume

The Volume page provides a detailed view of task volume distribution across time dimensions.

It includes:

  • Number of tasks grouped by hour

  • Monthly comparison of task volumes

  • Percentage distribution of tasks across time periods

Users can switch between different time perspectives (for example hour, day of week, or day of month).

../_images/agent-performance-3.png

Wrapups

The Wrapups page analyzes tasks based on wrap-up codes.

It typically includes:

  • A table listing wrap-up codes with task counts

  • A visual comparison of wrap-up code usage

  • Identification of the most frequently used wrap-up codes

This page helps understand how tasks are categorized after completion.

../_images/agent-performance-4.png

States

The States page provides insight into agent states and their distribution.

It includes:

  • Percentage breakdown of agent states

  • Average durations for selected states

  • Agent performance per channel

  • State distribution visualizations

  • State trends over time

This page helps analyze how agents spend their working time.

../_images/agent-performance-5.png

Utilization

The Utilization page focuses on agent utilization metrics.

It includes:

  • Brutto and netto utilization durations

  • Average utilization values

  • Utilization percentages

  • Comparison of utilization per agent

  • Definitions of states included in brutto and netto utilization

This page is used to evaluate agent workload and efficiency.

../_images/agent-performance-6.png

Idle States

The Idle States page analyzes idle time and idle state reasons.

It includes:

  • Distribution of idle state reasons

  • Percentage breakdown of idle durations

  • Time-based views (year, month, week, day)

This page helps identify the primary reasons for agent idle time.

../_images/agent-performance-7.png

Averages

The Averages page provides average state duration metrics across time intervals.

It includes:

  • Average duration per state

  • Hour-based breakdown of state durations

  • Comparative view across different states and time periods

This page supports detailed analysis of how long agents spend in individual states on average.

../_images/agent-performance-8.png

Notes

  • This is an Interactive Report

  • All pages respect the applied filters

  • Drill-through options may be available on selected visuals

  • Exporting follows standard Power BI export behavior