Nextiva Contact Center: Agent Reports

Agent Reports provide detailed insights into agent performance and activities. These reports track key metrics such as login times, call handling, media volume, occupancy, and more. 

Click on any of the agent reports below to learn more.

Disposition

The Agent Disposition Report tracks the number of workitems, the average handle time, and the percentage of workitems by disposition.

For each work item handled, the report will display the following data:

Column Header

Description

Name

The name of the user.

Disposition X

Total workitems with the disposition X.

Total

The total number of dispositions for that user.

A separate column will be created for each disposition. The total number will be based on how many workitems are set to that disposition. Workitems with disabled dispositions will not be included in this report.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

 

Login

 

The Agent Login Report tracks the hours an agent is logged into the system. The is also an audit report that tracks the exact login and logout time of each agent. 

For each report, the following information will be displayed:

Column Header

Description

Name

The name of the user.

Days / Weeks / Months

The total amount of time logged in for the period.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in Stack Bar View:

Media Handle Time

 

The Agent Media Handle Time Report tracks the talk time, wrap-up time, and handle time agents take to handle workitems.

Column Header

Description

Name

The name of the selected user.

AHT

The average of the talk time + wrap-up time.

MHT

The largest talk time + Wrap-up time.

ATT 

Average Talk Time

MTT

Maximum Talk Time

AWT

Average Wait Time. The average hold time of calls that the agent put on hold.

MWT

Maximum Wait Time. The maximum hold time of calls that the agent put on hold.

This is what the report looks like after being run:

Media Volume

The Agent Media Volume Report displays the volume of the different media types in Nextiva handled by agents for a specified time. You can specify the agents and the time when you create the report.

This is what the report looks like after being run in Grid View:

This is what the report looks like after being run in the Stack Bar view:

 

The report in the grid view has the following column headers:

Column Header

Description

Name

The name of the user.

Inbound Calls

The number of inbound calls the user handled.

Outbound Calls

The number of outbound calls the user handled.

Predictive/QB

The number of predictive/QB workitems the user handled.

Progressive

The number of progressive workitems the user handled.

Chats

The number of chats the user handled.

Emails

The number of inbound emails the user handled.

Outbound Emails

The number of outbound emails the user handled.

Outbound SMS

The number of outbound texts the user handled.

Inbound SMS

The number of Inbound texts the user handled.

Occupancy

 

The Agent Occupancy Report breaks down how agents are spending their time. When creating the report, you can specify the list of agents and time range. 

This is what the report looks like after being run; bar graphs and pie charts will display information.

RPC

 

Right Party Contact refers to whether a user contacted the person they intended to. Every report has the following columns:

Column Header

Description

Name

Name of the user.

Total

The number of calls the user received and dispositioned.

RPC

The number of correct parties contacted (based on disposition selection).

RPC Closed

The number of closed RPC calls (based on disposition selection).

RPC%

Calculated by (RPC / total) x 100.

RPC Closed%

Calculated by (RPC closed / RPC) x 100.

Talk Time

Total talk time for all the calls.

ATT (Average Talk Time)

Calculated by total talk time – talk time (in seconds) / total calls.

Wrap-up Time 

Total wrap-up time for all the calls.

AWT (Average Wrap-up Time)

Calculated by total wrap-up time – wrap-up Time (in seconds) / total calls.

Working Hours

Total login time for all the calls.

Avg Calls Per Hour

Calculated by total calls / working hours.

NOTE: RPC Closed means that the contact should not be contacted again.

This is what the report looks like after being run:

Scorecards

The Agent Scorecards Report summarizes all the time supervised agents used a scorecard and the campaign results. You can select the agents and the scorecard results when creating the report.

For each work item handled, the report will display the following column of data:

Column Header

Description

Name

Name of the scorecard.

Campaign

Name of the campaign.

Created At

The date the call happened.

Call Id

The ID number of the call.

From

The number where the call originated from.

To

The number that received the call.

Type

The type of call.

Agent

Name of the agent.

Result

Result of the call.

NOTE: This report displays scorecards associated with specific users.

This is what the report looks like after being run:

Status

The Agent Status shows how long supervised agents spent on a specific status for a specified period. You can select the time range when creating the report. 

Every report has the following columns:

Column Header

Description

Name

The name of the user.

Status X

The amount of time spent on status X.

This is what the report looks like after being run:

KPI

 

The Agent summary KPI report tracks the talk time, wrap-up time, and handle time agents take to handle workitems.

Every report has the following columns:

Column Header

Description

Name

The name of the user.

AHT

Average Handle Time.

MHT

Max Handle Time.

THT

Total Handle Time.

ATT

Average Talk Time.

MTT

Max Talk Time.

TTT

Total Talk Time.

AWT

Average Wrap-up Time.

MWT

Max Wrap-up Time.

TWT

Total Wrap-up Time.

Workitem

 

The Agent Workitem Detail Report is a detailed list of every workitem placed or received by a user. For each workitem handled, the report will display the following data:

Column Header 

Description

Name

The campaign name the workitem is associated with.

CallID

The call ID.

Agent

The name of the user.

Created At

The time the workitem started.

From

The From address.

To

The To address.

Type

The type of workitem. (Inbound/Outbound/Email/SMS…)

Disposition

The final disposition of the workitem.

In Review Time

The time the user takes to review any information before placing the workitem. (Progressive, ACD Callback, ACD Voicemail).

Ring Time

How long the phone rang before being answered on Manual Outbound and Progressive calls.

IVR (Interactive Voice Response) Time

The amount of time the caller spent in the IVR.

Total Queue Time

The total amount of time the workitem spent in the queue.

Talk Time

The total amount of time the customer was connected with the user.

Hold Time

The total amount of time the workitem was on hold.

Abandon Time

The time the customer stayed in the queue before disconnecting without speaking to a user.

Transferred

Has a value of 1 if the workitem was transferred and 0 if the workitem wasn’t transferred.

Duration

The total duration of the workitem.

Wrap up Time

The total time it took to wrap up the workitem.

Handle Time

The time from when the user accepts the workitem to when the workitem has been dispositioned.

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