Performance

Shows DCA Agent(s) availability and call handling performance per day.

Options

Availability	Custom
Select By	Account, DCA Agents, then Date Period options: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily, Weekly
Graphs Available	No
Timeline Available	No

Output

Column Name	Description	Type
Date	One row per date and DCA Agent, even on days when there was no activity for the Agent (i.e. the row values will be zero)	Date, Date+Hour or Month/Year
Agent ID	The ID of the DCA Agent handling the call as defined in Home > Service Manager > DCA > Agents	Integer
Agent Name	The DCA Agent Name as defined in Home > Service Manager > DCA > Agents	String
Total Signed in Minutes *	Total signed in minutes (which may also include Available Minutes), rounded down to the nearest minute	Integer
Available Minutes *	Total Available Minutes (i.e. DCA Agent status is 'Ready'), rounded down to the nearest minute	Integer
Unavailable Minutes *	Total Unavailable Minutes (i.e. DCA Agent is signed in, but is in a state other than 'Ready'; 'Wrap Up', for example), rounded down to the nearest minute	Integer
Wrap Up Minutes *	Total post-call Wrap Up Minutes (Wrap Up is defined in the Skill Set; see Home > Service Manager > DCA > SkillSets > Menu > Update), rounded down to the nearest minute. This may also include 'Additional Wrap Up', which can be set via Home > Service Manager > DCA > Agents > Menu > Update Status	Integer
Available %	(Available Minutes) ÷ (Total Signed In Minutes) x 100	Float
Total Calls	Calls presented to the DCA Agent	Integer
Handled Calls	Calls answered by the DCA Agent	Integer
Handled %	(Handled Calls) ÷ (Total Calls) x 100	Float
Handled Minutes *	Total calls handled by the DCA Agent, rounded down to the nearest minute	Integer
AVG Handled Seconds	(Total Talk Time seconds) ÷ (Handled Calls)	Integer
Ringing Minutes *	Total Minutes the DCA Agent's phone was ringing, rounded down to the nearest minute This does not include time held in the queue waiting for an agent to become available	Intger
AVG Ringing Seconds	(Ringing Time) ÷ (Total Calls)	Integer
AVG Handling Time Minutes	(Handled Minutes) ÷ (Handled Calls), rounded down to the nearest minute	Integer

*When this report is run for the current day, the status the DCA Agent is in at the point the report is run will not be reflected in this report. The agent's status needs to change to a new status before the time spent in the previous status is reflected in this report.