This page describes how you can use the Agent Activity Business Result report to understand agent activity in your contact center.
[+] Tip: How do I generate a report?
How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.
Use the Agent Activity Business Result report to generate a visual snapshot of agent states for a given day, as well as a detailed breakdown of how interactions were handled by each agent, for interactions that begin and end during the given day. This can help you to understand the outcomes (in terms of the defined Business Result) of interactions received in the contact center during a specified period of time.
You can specify the Date Range, Agent Group, Agent, Media Type, and Interaction Type.
To get a better idea of what this report looks like, view sample output from the report:
Sample Agent Activity Report.pdf
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:
| Prompt | Description |
|---|---|
| Pre-set Day Filter | Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values. |
| Start Time | Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None. |
| End Time | Choose the day and time at which to stop collecting data into the report. |
| Agent Group | Select one or more Agent Groups from which to gather data into the report. Default: ALL |
| Agent | Select one or more Agents from which to gather data into the report. Default: ALL |
| Business Result | Select one or more Business Results to display in the report. Default: ALL |
| Media Type | Select one or more Media Types to display in the report, for example, Voice, Email, or Chat. Default: ALL |
| Interaction Type | Select one or more Interaction Types to display in the report. Default: ALL |
| Measure | Description |
|---|---|
| Activity \ Accepted | The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. |
| Activity \ Engage Time | The total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received. |
| Activity \ Avg Engage Time | The average amount of time, in seconds, that this agent was engaged with customers. |
| Activity \ Hold | The total number of customer interactions that this agent had on hold. |
| Activity \ Hold Time | The total amount of time, in seconds, that this agent had customer interactions on hold. |
| Activity \ Avg Hold Time | The average amount of time, in seconds, that this agent had customer interactions on hold. |
| Activity \ Wrap Time | The total amount of time, in seconds, that this agent was in ACW (Wrap) state for customer interactions that the agent received. |
| Activity \ Avg Wrap Time | The average amount of time, in seconds, that this agent spent on customer interactions while in ACW (Wrap) state. |
| Activity \ Transfer Received Accepted | The total number of times that this agent received customer interactions that were successfully transferred to the agent. |
| Activity \ Transfer Initiated | The total number of times that this agent transferred customer interactions. |
| Activity \ Consult Initiated | The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions. |
| Activity \ Consult Initiated Time | The total amount of time, in seconds, that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions. |
| Activity \ Avg Consult Initiated Time | The average amount of time, in seconds, that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions. |
| Activity \ Consult Received Accepted | The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions. |
| Activity \ Consult Received Time | The total amount of time, in seconds, that this agent was engaged as a recipient in collaborations or simple consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. |
| Activity \ Activity \ Consult Received Wrap | The total number of times that this agent was in ACW (Wrap) state after requests for simple consultation that the agent accepted where the consultations were associated with customer interactions. |
| Activity \ Abandoned Inviting | The total number of times that customer interactions were abandoned or dropped for any reason while the interactions were alerting or ringing at this agent. |
| Activity \ Rejected | The total number of times that customer interactions alerted at this agent and were not accepted. |