The Horizon Contact infrastructure is migrating into cloud infrastructure operated by AWS.

AWS migration guide

Agent Report

The Agent Report focuses on calls to a specific agent showing information about the volume of calls they receive and how they are handled.

Report Customisation Options #

Customisation	Options
Data source	Filter by agent or groups. You can also select Apply group filter to calls: If this is ticked (enabled), only calls that were routed to the selected agent because they were a member of the selected group are included in the report. If this is unticked (disabled), all calls to the selected agent(s) are included in the report.
Columns	Each of the statistics listed below can be added or removed from the report by managing the columns to include.
Aggregations	The following aggregations can be used to cluster data together: By Agent By Month, By Week, By Day, By Hour, By Half Hour, By Quarter Hour
Advanced	The following advanced settings can be applied: Minimum call length (seconds): Only statistics for calls that lasted at least this number of seconds are included in the report
Filters	The following filters can be applied to the report: Call type – All/Inbound/Outbound/Callback/Scheduled Call/Transfer Excluded/Transfer Only Service numbers – Inbound and callback calls only Queue

Example: Apply group filter to calls #

Here is an example of what might happen if Apply group filter to calls is enabled:

Agent 1 is taking calls from Queue 1 because they are in Group 1 (which is assigned to Queue 1), and Agent 1 is also taking calls from Queue 2 because they are in Group 2 (which is assigned to Queue 2). Group 1 is then selected in the filter:

If Apply group filter to calls is ticked (enabled), only calls to Agent 1 in Group 1 are shown
If Apply group filter to calls is unticked (disabled), all calls to Agent 1 in Queue 1 and Queue 2 are shown.

Note: To view only agents that belong to a selected group, deselect all agents, tick Apply group filter to calls, then select the specific group.

Report Output #

Statistic	Description
Dial attempts	The total number of call attempts to the agent. This includes calls that were assigned to the agent, but were not accepted by them, because the agent was busy, the caller hung up, the agent’s maximum ringing time was reached, etc. Simultaneous-ring calls, where another agent in the simultaneous-ring group(s) answered the call first, are not counted.
Connected calls	The total number of their calls that the agent answered (including calls where the caller hung up during whispering).
Unsuccessful calls	The total number of call attempts to the agent that were not answered by the agent. (Dial attempts – Connected calls). Simultaneous-ring calls, where another agent in the simultaneous-ring group(s) answered the call first, are not counted.
Busy calls	The number of call attempts to the agent that were not accepted because the agent was busy.
Contact hangups	The number of call attempts to the agent that were not accepted because the caller hung up. Note: Only inbound calls to agents that are dropped by callers before being answered by an agent are counted.
Calls not answered in time	The number of call attempts to the agent that were not answered because the agent’s maximum ringing time was reached.
Calls failed other	The number of call attempts that could not be put through to the agent for other reasons, such as connectivity failure.
Availability	The total percentage of call attempts to the agent that were answered by the agent. Simultaneous-ring calls, where another agent in the simultaneous-ring group(s) answered the call first, are not counted.
Total call length	The total length (in minutes) of all calls handled by the agent, measured from the time when the agent was dialled (each call was assigned to the agent) to the time when they transferred or ended each call.
Average call length	The average call length (in seconds), measured from the time when the agent was dialled (the call was assigned to the agent) to the time when they transferred or ended each call.
Average user response time	The average time (in seconds) that calls took to connect to the agent, measured from the time when the agent was dialled (the call was assigned to the agent) to the time when they answered each call.
Total talk time	The total time (in minutes) that the agent spent talking to contacts.
Average talk time	The average time (in seconds) that the agent spent talking to contacts.
Maximum call length	The maximum call length (in minutes), measured from the time when the agent was dialled (the call was assigned to the agent) to the time when they transferred or ended the call.
Total wrapup time	The sum of all wrapup times (in minutes) for this agent
Average wrapup time	The average time (in seconds) that the agent took to wrap up calls.
Total waiting for classification time	The total time (in minutes) that the agent has spent on exceeding the wrapup time by not entering a (mandatory) classification for calls within the required time.
Average waiting for classification time	The average time (in seconds) that the agent has spent on exceeding the wrapup time by not entering a (mandatory) classification for calls within the required time.

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