Agent Activity

One of the great features of CTM’s Connect, Sales Engage, and Enterprise Plans 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.  

Note: We hold data for this report for 1 year (12 months). 

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: The average 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. 

Utilization: The percentage time that agents are busy handling customers compared to the time they are logged in. 

Occupancy: The percentage time that agents are busy handling customers compared to the time they are in Ready status.

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.

Available: Time in Ready 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.