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Users

The stats of the agents could be interesting for supervisors to take actions and control the behaviour of them. In this screen, supervisors can see the agents stats in real time, such as logged time, occupation time, metrics related to interactions of all the channels like amount of started, attended and transferred interactions, and much more!

Analytics

Metrics

In uContact you have a lot of metrics that will assist you in assessing the performance of your agents! Below, you have an explanation about each metric.

MetricDescription
Logged timeIt is the time in seconds that the agent was logged in.
Adherence timeIt is the time in seconds that the agent was connected within its scheduled time. With this and logged, you can calculate the adherence %.
Occupation timeIt's the agent’s occupation time. It takes into account all the attended calls and interactions, hold and wrap up.
Incoming call timeRefers to the time where the agent was busy with incoming calls
Outgoing call timeRefers to the time where the agent was busy outgoing calls
Incoming call hold timeRefers to the time where the agent was in hold in incoming calls
Outgoing call hold timeRefers to the time where the agent was in hold in outgoing calls
Attended incoming callsRefers to the number of attended incoming calls
Outgoing callsRefers to the number of outgoing calls
Finished callsRefers to the number of calls where the agent finished the call, including incoming and outgoing calls.
Wrap up timeRefers to the number of time where the agent was in wrap up time status
Attended SMS/WhatsApp interactionsRefers to the number of SMS/WhatsApp attended interactions by the agent
Started SMS/WhatsApp interactionsRefers to the number of SMS/WhatsApp interactions that was started by the agent
Finished SMS/WhatsApp interactionsRefers to the number of SMS/WhatsApp interactions that was finished by the agent
Transfers of SMS/WhatsApp interactions to another agentRefers to the number of SMS/WhatsApp interactions that was transferred to another agent
Attended SMS/WhatsApp transfersRefers to the number of SMS/WhatsApp interactions that was transferred to the agent and attended by him
Transfers of SMS/WhatsApp interactions to another queueRefers to the number of SMS/WhatsApp interactions that was transferred to another queue.
Incoming SMS/WhatsAppRefers to the number of incoming SMS/WhatsApp messages
Outgoing SMS/WhatsAppRefers to the number of outgoing SMS/WhatsApp messages
Time in SMS/WhatsApp interactionsRefers to the number of time where the agent was busy with SMS/WhatsApp interactions
Attended SMS/WhatsApp transfersRefers to the quantity of transfers that were attended by the agent
Transfers of SMS/WhatsApp interactions to another queueRefers to the number of SMS/Whatsapp interactions that were transferred to another queue by the agent
Incoming WebchatRefers to the number of Webchat incoming messages
Outgoing WebchatRefers to the number of Webchat outgoing messages
Time in Webchat interactionsRefers to the time where the agent was busy with Webchat interactions

Filters

You can use different filters to only see the information you want. Below is the explanation of each one.

Since

Here you can select the range of time for the stats. The available ranges are: today, this week, this month and custom.

Range of timeDescription
TodayShows the stats of the day
This weekShows the stats of this week
This monthShows the stats of this month
CustomAllow you to select the range of time you want for the stats

Users

You can choose only the users you want or select all of them.

Metrics

You can select the metrics that are useful for you.

Refresh time

Also, you can set the refresh time interval of the stats or refresh manually pressing the button, the possible values are the following:

  • Never
  • 5 seconds
  • 10 seconds
  • 30 seconds
  • 1 minute
  • 10 minutes
  • 15 minutes
  • 30 minutes
  • 1 hour
  • 2 hours
  • 1 day

Agent details

You can click on any agent to view the specific metrics for that agent directly from the agent dashboard. There, you can see the number of started and finished interactions per channel, activity, and charts to observe how the agent's work was through the day.

uContact by net2phone