Agent Statistics

The Agent Statistics report is an Interactive Report that provides a statistical overview of task handling performance grouped by teams and agents. It focuses on aggregated performance metrics such as offered and accepted tasks, acceptance rates, error-related outcomes, and transfers.

This report is intended for high-level comparison of agent and team performance within the selected time period.

Available Pages

The Agent Statistics report consists of the following page:

  • Overview

Overview

The Overview page presents aggregated agent and team statistics in a tabular format.

It includes:

  • Team and agent hierarchy

  • Number of offered and accepted tasks

  • Acceptance rate and accepted-in-SL metrics

  • Not accepted and RONA values

  • Error-related and reallocated offers

  • Transferred-in and transfer-related metrics

The table supports hierarchical expansion, allowing users to drill down from team level to individual agents and further by time or channel context where applicable.

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Notes

  • This is an Interactive Report

  • All data respects the applied filters

  • The report is optimized for comparative statistical analysis

  • Exporting follows standard Power BI export behavior