Agent OmniChannel Performance
Call, message, login, and Do Not Disturb statistics for each selected agent over the selected time frame.
The Agent OmniChannel Performance report shows each selected agent's activity across voice and messaging over the selected time frame, alongside the time spent logged in and in Do Not Disturb. It is a Agent row type Summary-style report, and carries the OmniChannel tag in My Reports.
Channel LicensingMessage columns show data only when a messaging channel, such as Web Chat, is licensed, and email columns show data only when the Email channel is licensed.
Report Columns
| Column | Definition |
|---|---|
Agent | The agent being reported on. |
Total CC Login Duration | The total time the agent spent logged into the contact center. |
Total CC DND Duration | The total time the agent spent in a Do Not Disturb state on the contact center. |
Presented Calls | The number of calls that rang to the agent, whether or not the agent answered. |
Answered Calls | The number of calls that included at least one Talking event with the agent. |
Missed Calls | The number of calls that rang to the agent but were never answered by that agent. |
Outbound Call Count | The number of outbound calls the agent placed to external numbers. |
Internal Call Count | The number of internal, extension-to-extension calls associated with the agent. |
Total Talking Duration | The total duration of all Talking events associated with the agent. |
Avg Talking Duration | The average duration of all Talking events associated with the agent. |
Messages | The number of messaging conversations, such as web chat or SMS, associated with the agent. |
Updated about 4 hours ago