Agent Template Details
Stratus Agent includes reporting template files with focus on Agent (see current page) or Service side.
This page contents focus on explaining:
- KPI (Facts) being shown in various widgets
and - Relations in-between those KPI widgets
Good to know
- The default BI Templates provided to you will most-likely show default data when started for first time. Refer to Azure Reporting Data access to learn how to connect them.
- Available Filters, Facts and Dimensions are directly taken from the DB
- Filters and Data Slicers are all located at the left hand side of the report, allowing you to narrow down the shown data by:
- Date range
- Service
CTRL+Left Click on sidebar elements to switch views. Those also work as UI elements when the BI Report is embedded in the Frontend UI.
Within Power BI you can also use the tabs at the bottom with the same result.
Agent Session Overview
| Name | Relates To | Description | |
|---|---|---|---|
| 1 | Total Sessions by Agent | - | Every inbound Agent Task in the System is counted here. Its qualified in a first step as handled or not handled. |
| 2 | Total Sessions Heatmap | Total Sessions | Total Sessions, rolled up by:
|
| 3 | Total Sessions by Time-Period |
| Accumulated Total distributed to each hour of day. Example: Handled / Not Handled Tasks from 9-10 o' clock on the filtered time-period set will be added up A line-chart with the (not) handled rate in % is added. |
| 4 | Average ACW Time | Average Total Time | Average ACW Time across all Agents. |
| 5 | Average Hold Time | Average Total Time | Average Hold Time across all Agents. |
| 6 | Average Work Time | Average Total Time | Average Work time across all Agents. Work time is the pure work time (interaction) between Agent and Customer.
|
| 7 | Average Ring Time | Average Total Time | Average of the Ring Time of each customer. |
| 8 | Average Total Time | Total Time Ratio by IVR | Average Grant Total Time Formula: Ringtime + Worktime + Holdtime + ACW Time |
| 9 | % Handled Rate |
| Formula: Grant total of Sessions / Handled Sessions |
| 10 | % First Task Resolve | - | First task resolved are tasks that were not transferred by the Agent. The Agent resolved the issue with the customer during first call. |
| 11 | % Customer Hangup |
| Formula: Grant total of Sessions / Not Handled Sessions |
| 12 | Total Time breakdown |
| Pie chart to show the percentage of each different types of time measures.
|
| 13 | Total Sessions |
| All Service-inbound sessions that occurred during the specified time window, broken down into:
|
| 14 | Handled Sessions |
| Handled sessions are can either be inbound calls of the following type:
|
| 15 | Not Handled Sessions |
| Further breakdown of no handled sessions by:
|
Agent Session Performance
| Name | Relates To | Description | |
|---|---|---|---|
| 1 | Total Agent Actions | - | Summary of all Agent Tasks in the System. Qualified in a first step as handled or not handled. |
| 2 | Total Sessions by Agent | Total Agent Actions | Every inbound Task in the System is counted here by Agent. Qualified by handled or not handled.
|
| 3 | Total Sessions by Time-Period | Total Agent Actions | Accumulated Total sessions in specified time-period resolution (year, month, day, hour, 15 min interval) |
| 4 | Total Sessions Heatmap | Total Agent Actions | Total Sessions, rolled up by:
|
| 5 | Task Results by Service |
| Tabular visual, results grouped via:
Consists of tabs which switch the view focus between:
|
| 6 | Average ACW Time | Average Total Time | Average ACW Time across all Agents. |
| 7 | Average Hold Time | Average Total Time | Average Hold Time across all Agents. |
| 8 | Average Work Time | Average Total Time | Average Work time across all Agents. Work time is the pure work time (interaction) between Agent and Customer.
|
| 9 | Average Ring Time | Average Total Time | Average of the Ring Time of each customer. |
| 10 | Average Total Time | - | Average Grant Total Time Formula: Ringtime + Worktime + Holdtime + ACW Time |
| 11 | % First Task Resolve | - | First task resolved are tasks that were not transferred by the Agent. The Agent resolved the issue with the customer during first call. |
Agent Login/Off Duty Times
| Name | Relates To | Description | |
|---|---|---|---|
| 1 | Agent Duty / Off Duty State Comparison | Agent Duty / Off Duty State Comparison | Baseline is all ever selected profiles in the monitored period. Agent Profiles are categorized in either Duty / Off Duty and %-compared among Agents. |
| 2 | Agent Duty / Off Duty Time Period Comparison | Agent Duty / Off Duty Time Period Comparison | Time-Period-based comparison of Duty / Off Duty profiles across all Agents.
|
| 3 | Agent Not Ready Reason Detail View | Agent First / Last Profile Report | Explicitly lists all picked not ready reasons NRR by their respective duration. If a NRR is picked multiple times, the duration is summed up for the respective agent. |
| 4 | Agent Profile Duration Summary | Agent Profile Duration Summary | Lists all duty profiles per Agent and Day (regardless of Duty or Off Duty).
|
| 5 | Agent Check-In / Check-Out Profile Time |
Agent Not Ready Reason Detail View | Lists for each selected (Off) Duty Profile the earliest and latest date of selection by an Agent. |
| 6 | % Off Duty Profile | All other | Lists the percentage of off-duty profiles over all all ever selected profiles in the monitored period. |
| 7 | % Duty Profile | All other | Lists the percentage of duty profiles over all all ever selected profiles in the monitored period. |
System Info
Shows the following info:
- SQL Server Name and Version
- Operating System of the Server
- Dataset Version (Internal reference number for the Database)
- DAX User Name and Principal name: Converted Name of the actual reporting user. Needed for first and second level support.
- DB Version: Internal build number of the DB (relates to DB updater logic).
- getdate(): Latest DB entry date
Luware may request a copy of this page for further support.
