Call Centre Agent Report

Modified on Thu, 23 Jun 2022 at 11:31 AM

By default, this report style shows a list of all ACD agents with call statistics displayed against each item, when the report is configured for display in detailed table viewing mode.

The report style also supports display using the icon (BLF) view types, which can be achieved by modifying the report and selecting the required view type from the "Displayed As" drop-down menu...

...or use the drop-down at the top right of the report.

This will in turn produce a report that looks more similar to the below:

When run against the "Real-Time" date/time option, this report type also supports dynamic row highlighting based on the corresponding agent's ACD state:

Colour	Description
Green	The corresponding agent is signed in and available to receive ACD hunt group calls.
Dark Green	The corresponding agent is available and is currently being offered a hunt group call, or being alerted by a direct internal or DDI trunk call.
Red	The agent is busy on an answered ACD hunt group call.
Light Red	The agent is busy on a non-ACD call. The call is either an outbound call actually made by the agent, an inbound DDI call, or an inbound internal call made directly to the device that the agent is currently signed in at.
Blue	The agent is either in the Not-Available or ACD-DND state, because they are currently unavailable to receive ACD hunt group calls whilst they were doing non-call centre specific tasks like receiving training, being on a break, etc. Note that the Not-Available ACD state isn't supported on the BroadSoft M6 telephony platform. Additionally, the ACD-DND state isn't supported on either the Siemens HiPath telephone system, the Panasonic TDA/NCP telephone system platform or the BroadSoft BroadWorks platform. Also on the BroadSoft BroadWorks platform, it isn't possible to change to the Not-Available ACD state unless the corresponding ACD agent is configured for use with the Standard or Premium Call Centre license.
Yellow	The ACD agent is in the Wrap-Up ACD state because they are currently unavailable to receive ACD hunt group calls whilst they complete clerical tasks associated with the previous caller. Note that the "Wrap-Up" ACD state isn't supported on the Panasonic TDA/NCP telephone system. Also on the BroadSoft BroadWorks platform, it isn't possible to change to this particular ACD status unless the corresponding ACD agent is configured for use with the Standard or Premium Call Centre license.
Dimmed Text	Note that when the "Calculate ACD Stats Only For Agents Signed Into The Specified Group(s)" setting is checked on within the Advanced tab of the Report Properties window and one or more hunt group devices are being used to filter the report by, then ACD agents that are not currently signed into those groups will also be displayed using dimmed text.

Note that on Akixi 3000 configurations, this report can also be enabled to display email and LiveChat contact item statistics, assuming the correct Omnichannel integrations have been configured by the administrative user. This works much the same way as with calls, and will show statistical information for emails and LiveChat items against any given ACD Agent.