Agent Activity Report

The agent activity report enables you to search (using Agent ID), view, track, and download an agent's activity within a specified date range. You can either generate an individual or multiple agents activity on this screen. Wherein for an individual agent, you can track the agent's activity for up to a month but only a single day while generating multiple agent reports.

To download an individual agent activity report,

Navigate to Customer Care Console > Reports > Agent Activity Report.

Select An individual agent radio button.
Select the From Date and To Date from the calendars under the Show Activity Between field.
Select Agent Name from the given drop-down list.
Click View report to display the results on the interface.

The following details of agent activity are displayed on the screen:

Date: Refers to the Date of the agent activity.
Agent ID: Refers to the Unique ID assigned to the agent on the Agent Console.
Agent Name: Refers to Agent Name.
Total Logged Time: Refers to the Total Logged-in Time.
Total Break Time: Refers to the Total Break Time within office hours.
Chats Handled: Refers to the total number of chats Initiated or Accepted (for inbound).
Unique Customers Served: Refers to the Total Number of Customers Served (Initiated+ Accepted + Picked up from Queue).
Average Handling Time: Refers to the average time the agent takes to handle the chat.
Average First Response Time: Refers to the average time the agent takes to respond to the chat.
Average Response Time: Refers to the average time the agent takes to respond to the customer’s message.

Click Download Report to download the report into a spreadsheet (Excel format).
Below is a sample report.

This report records the agent's time spent on each status. Further, every status is displayed in a separate row.
To search for any specific agent activity, enter the Keyword in the search field, and the related results will be displayed on the screen.

Additionally, you can sort the reports in ascending or descending order based on Date, Agent ID, Agent Name, Total Logged Time, Total Break Time, Chats Handled, Unique Customers Served, Average Handling Time, and Average Response Time.

To download the multiple agent's activities report,

Navigate to Customer Care Console > Reports > Agent Activity Report.
Select the Multiple agents radio button.

Select agent names from the Agent(s) drop-down list.
Optionally, you can even select the All Agents checkbox to download and view the activities of all the agents at once.

Select a date from the Show Activity on field.
Click Download report.
A success message appears on the screen.
The View requested reports button appears on the top-right corner of the screen.
Click View requested reports. You can view the requested reports on the Requested Reports screen.

The initial status of the file will show as pending because it would take some time to load the report. Based on the file size, it would take 5 to 15 minutes to make the file available for download.
9. Click the Download icon beside each file to download the report.

To search for any specific report, enter the Keyword in the search field, and the related results will be displayed on the screen.
Additionally, you can sort the reports in ascending or descending order on the Requested Reports screen based on the Report Name, Date Range, Requested By, Created On, and Status.