One of the great features of CTM’s Connect Plan is Agent Activity Reporting. To begin exploring Agent Activity Reporting, navigate to Reports > Agent Activity. Administrators and Call Center Managers can gain insight into an agent's day at a summary level or view many details of what is happening with each agent.
The report can be filtered by clicking on the filter button next to Agent Activity.
Inbound Calls: Total number of inbound phone calls.
Inbound Mins: Total time spent on an inbound phone call.
Inbound Transfers: Total number of inbound phone calls transferred to this agent.
Inbound Transfer Mins: Total time spent on inbound phone calls transferred to this agent.
Outbound Calls: Total number of outbound phone calls.
Outbound Mins: Total time spent on an outbound phone call.
Outbound Transfers: Total number of outbound phone calls transferred to this agent.
Outbound Transfer Mins: Total time spent on outbound phone calls transferred to this agent.
Chats: Total number of chats.
Chat Time: Total time an agent was connected with a customer for chat activities.
Chat Mins: Total time spent on chats.
Tasks: Total number of tasks accepted by the agent via a preview dialer.
Task Time: Total time spent reviewing a task before placing a phone call - preview dialer.
Time To Answer: Time for an agent to answer an Inbound Phone Call in seconds.
Talk Time: Total time an agent was connected with a customer for all inbound and outbound calls.
Wrapup Time: The time after a phone call the agent spent in a wrap-up panel in seconds.
Handle Time: Combined total time an agent spent on an activity during and after in seconds.
Session Time: Total time in seat that the agent was logged in.
Occupancy: The percentage time that agents are busy handling customers via calls or chats and any wrapup time compared to the logged-in time.
Hold Time: The amount of time an agent kept a caller on hold.
Video Member: The amount of time the agent was included or hosting a video conference.
Online: Time in available status.
Offered Calls: Inbound calls offered to the agent's softphone via a queue.
Missed Dials: The agent missed an inbound dial to their softphone via a queue.
Ignored: The agent clicked the ignore button on the softphone.
Ignored Reload: The agent reloaded the softphone while a call was ringing.