Agent Level Reporting

[PFCCWA]

Hello,

We are trying to determine which is the best way to use agent level data in regards to the total time spent in throughout a typical day.

For example we have two reports, one which calculates agent times against their login time for the day (ie total inbound talk time divided into total login time).  The other uses total inbound talk time divided by total login time - total not ready time.  We also do the same for other agent status' such as acw, hold time etc.

Which is the more typical calculation to use?  Our aim is to ensure agents are as productive as possible.

thanks,
WA

[tony]

This is an age-old question....   - what is the definition of "Productive Work Time"?

Typically, you would want to know how long the Agent had been logged in - and how much time they were available to take calls - and how much time they spent taking calls - and how much time they spent "not ready" to take calls...

So, use the following as a guide...

TotalLoginTime = amount of time Agent was "on shift" (T%)
TotalTalkTime = amount of time Agent was "working" (x%)
TotalTimeNotReady = amount of time Agent was "not working" (y%)

It should follow that x% + y% = T% - however there will be a "gap", which (depending on how your Agents operate) may include some of the following;

TotalTimeACW
TotalTimeRinging
TotalTimeDialling

Hope this helps?

TT

[smile]

Hi

I guess to use the first variant with additional modification: (total inbound talk time + ACW)/(total login time - not_ready_with_reason_code).
The first is more accurate in comparison with second because in second one agents can set himself to notready state and you'll see good productivity for him. I've added ACW because agent can do something (e.g. in CRM) after call ends, so this job is useful for company.
BTW, on of the standard template for GI2 has a column agent productivity but i don't remember how it calculated.