Agent Groups Chart

This report displays incoming call attempts and answered calls to all agent groups allowing you to check on historical agent group performance. Text-based communication to an agent group is deemed to have been 'answered' when it is routed to an agent in the group. Where an agent group contains other agent groups (subgroups), the statistics for the subgroups are not included in the parent agent group. You can filter the dashboard report to show statistics for particular agent groups.

The statistics can be displayed in a choice of formats.

 

Basic Information

Category	Agent
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Dimensions and Metrics

The report is broken down by the Agent Group dimension. The following metrics are displayed for each agent group:

Metric	Description
Incoming Call Attempts	The number of external incoming call attempts made to agents.
Answered Calls	The number of voice contacts routed to and answered by agents.

Report Filters