Users
The stats of the agents could be interesting for supervisors to take actions and control the behaviour of them. In this screen, supervisors can see the agents stats in real time, such as logged time, occupation time, metrics related to interactions of all the channels like amount of started, attended and transferred interactions, and much more!
Analytics
Metrics
In uContact you have a lot of metrics that will assist you in assessing the performance of your agents! Below, you have an explanation about each metric.
| Metric | Description |
|---|---|
| Logged time | It is the time in seconds that the agent was logged in. |
| Adherence time | It is the time in seconds that the agent was connected within its scheduled time. With this and logged, you can calculate the adherence %. |
| Occupation time | It's the agent’s occupation time. It takes into account all the attended calls and interactions, hold and wrap up. |
| Incoming call time | Refers to the time where the agent was busy with incoming calls |
| Outgoing call time | Refers to the time where the agent was busy outgoing calls |
| Incoming call hold time | Refers to the time where the agent was in hold in incoming calls |
| Outgoing call hold time | Refers to the time where the agent was in hold in outgoing calls |
| Attended incoming calls | Refers to the number of attended incoming calls |
| Outgoing calls | Refers to the number of outgoing calls |
| Finished calls | Refers to the number of calls where the agent finished the call, including incoming and outgoing calls. |
| Wrap up time | Refers to the number of time where the agent was in wrap up time status |
| Attended SMS/WhatsApp interactions | Refers to the number of SMS/WhatsApp attended interactions by the agent |
| Started SMS/WhatsApp interactions | Refers to the number of SMS/WhatsApp interactions that was started by the agent |
| Finished SMS/WhatsApp interactions | Refers to the number of SMS/WhatsApp interactions that was finished by the agent |
| Transfers of SMS/WhatsApp interactions to another agent | Refers to the number of SMS/WhatsApp interactions that was transferred to another agent |
| Attended SMS/WhatsApp transfers | Refers to the number of SMS/WhatsApp interactions that was transferred to the agent and attended by him |
| Transfers of SMS/WhatsApp interactions to another queue | Refers to the number of SMS/WhatsApp interactions that was transferred to another queue. |
| Incoming SMS/WhatsApp | Refers to the number of incoming SMS/WhatsApp messages |
| Outgoing SMS/WhatsApp | Refers to the number of outgoing SMS/WhatsApp messages |
| Time in SMS/WhatsApp interactions | Refers to the number of time where the agent was busy with SMS/WhatsApp interactions |
| Attended SMS/WhatsApp transfers | Refers to the quantity of transfers that were attended by the agent |
| Transfers of SMS/WhatsApp interactions to another queue | Refers to the number of SMS/Whatsapp interactions that were transferred to another queue by the agent |
| Incoming Webchat | Refers to the number of Webchat incoming messages |
| Outgoing Webchat | Refers to the number of Webchat outgoing messages |
| Time in Webchat interactions | Refers to the time where the agent was busy with Webchat interactions |
Filters
You can use different filters to only see the information you want. Below is the explanation of each one.
Since
Here you can select the range of time for the stats. The available ranges are: today, this week, this month and custom.
| Range of time | Description |
|---|---|
| Today | Shows the stats of the day |
| This week | Shows the stats of this week |
| This month | Shows the stats of this month |
| Custom | Allow you to select the range of time you want for the stats |
Users
You can choose only the users you want or select all of them.
Metrics
You can select the metrics that are useful for you.
Refresh time
Also, you can set the refresh time interval of the stats or refresh manually pressing the button, the possible values are the following:
- Never
- 5 seconds
- 10 seconds
- 30 seconds
- 1 minute
- 10 minutes
- 15 minutes
- 30 minutes
- 1 hour
- 2 hours
- 1 day
Agent details
You can click on any agent to view the specific metrics for that agent directly from the agent dashboard. There, you can see the number of started and finished interactions per channel, activity, and charts to observe how the agent's work was through the day.