Agent Groups

This report displays incoming communications to all agent groups. It allows you to check on historical agent group performance and displays statistics similar to those shown in a real-time agent group module in its 'agent group' configuration. This includes statistics such as the number of answered communications and failed calls in each group. 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.

Note: not all columns are shown (see below for full details).

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, Agent, Date, and 15 Minute Periods of Day dimensions. The following metrics are displayed for each agent group, or for the 15-minute periods on a selected date for a selected agent in a selected agent group:

Metric	Description
Service Level	A calculation displaying the number of answered contacts as a percentage of the total incoming contacts.
Incoming Communication Attempts	The number of external incoming communication attempts made to agents. Each attempt to route to an agent is deemed a communication attempt — there can be more than one attempt per incoming call.
Answered Communications	The number of contacts routed to and answered by agents.
Failed Calls	The number of calls that were routed to agents but did not succeed in connecting to them. This may be because, for a given agent, the agent ringing timeout may have been reached, the agent may have become unavailable, the caller hung up while the phone was ringing, or the connection failed for some other reason. Note: failed calls are not the same as abandoned calls. A failed call is returned to the front of the queue where storm immediately attempts to route it to the next available agent. Note: the equivalent real-time statistics do not include the case of callers hanging up during ringing.
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.
Answered Callback Calls	The number of callback calls that were answered by their respective callback initiators.
Routed Emails	The number of email messages that were routed to agents. As in a real-time Agent Group module, re-queued emails are recounted.
Incoming SMS Messages	The number of incoming SMS messages.
Connected Web Chats	The number of connected web chat sessions.
Twitter Messages	The number of incoming Twitter messages (Public and Direct).
Facebook Posts	The number of Facebook posts.

Report Filters

Filter	Setting	Configurable on dashboard?
Agent Group	Includes statistics for all agent groups.	Yes. Use the filter to include or exclude individual agent groups.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.