Dialer Agent Performance

The Dialer Agent Performance Report allows you to analyze and monitor the agent's performance in the dialer portal by analyzing how much time they were on break, the total call timing for outgoing and incoming calls, and how many calls they missed.

To view the dialer agent performance report, click on the Reporting then Dialer Agent Performance Report tab on the side navigation.

Agent

This helps you filter out the report based on the selected agent groups with selected agents.

1. Click Agent from the top-left corner of the page.

2. Select the agent from the list.

3. Click Search.

Field	Description
Agent Name	Name of the agent.
Agent Group	The name of the group to which the agent has been assigned.
Agent Intercom ID	Unique intercom ID of the agent.
Dialer Campaigns	The name of the dialer campaign to which the agent is assigned.
First Login Time	Agent's first log-in time for the day.
Last Logout Time	The agent's logout time for the day, after which he has not logged in the following day.
Total Calls (Incoming + Outgoing)	The total number of outgoing and incoming calls the agent received and dialed.
Outgoing Calls Answered	The number of outgoing calls answered.
Incoming Calls Answered	The number of incoming calls answered.
Incoming Calls Missed	The number of calls missed by the agent.
Outgoing Calls Attempted	The number of times an agent attempted to make an outgoing call.
Logged In Duration	The total amount of time the agent spent logged in to the dialer portal.
Total Available Time	The total time the agent was available.
Total Break Duration	The total time the agent was on break.
Total Ring Time	The total time the call rang on the customer's mobile before the agent answered it.
Total In-Call Time Incoming	The total time the agent was on an incoming call.
Total In-Call Time Outgoing	The total time agent was on an outgoing call.
Total in call time	The total time agent was on calls (outgoing + incoming).
Average No. Incoming Calls Per Day	The average number of incoming calls per day. Formula=Total number of incoming calls/Number of days.
Average No. Outgoing Calls Per Day - Answered	The average number of outgoing calls answered per day. Formula= the Total number of outgoing calls answered/Number of days.
Average Call Handling Time (ACHT)	Average time to handle calls. Formula: Total time taken to handle calls/Total number of answered calls.
Total Idle Time	The total amount of time the agent was not on a call.
Occupancy (%)	Percentage of an agent's productivity for the selected time period. Formula:(The total time agent was on outgoing and incoming calls/ The total time the agent was available) * 100.
Average Hold Time	Average Time for which a call is placed on hold. Formula: Total time call is placed on hold/ Total number of answered calls.
Average Call Handling Time Incoming	Average time to handle an incoming call. Formula: Total time taken to handle incoming calls/Total number of incoming calls answered.
Average Call Handling Time Outgoing	Average time to handle an outgoing answered call. Formula=Total time taken to handle outgoing answered calls/Total number of outgoing answered calls.
Average number of Calls Per Day	The average number of calls per day. Formula= Total number of calls/ Number of days.
Maximum Call Handling Time	Talktime of the call with maximum seconds.
Total Wrap-Up Time	Total time agents took to select the disposition of a call after it ends.
Average Wrap-Up Time	Average time agents took to select the disposition of a call after it ends. Formula: Total time agents took to select the disposition of a call after it ends/ Number of wrap up.