Digital Agent Summary Report

The Digital Agent Summary Report provides a high-level view of agent activity across digital channels, helping supervisors monitor performance and engagement. It includes visual summaries of total contacts and messages by agent, key KPIs like average response time and contact duration, and a detailed table for deeper insights. Filters for agent, team, skill, channel, and date range allow for flexible, targeted analysis.

Data Overview

This prebuilt report includes:

Agent Contacts by Agent

This widget provides a bar chart view of agent performance, displaying the total contacts served by each agent along with related agent metrics. The data is sorted from highest to lowest, enabling quick identification of top-performing agents and workload distribution.

Messages by Agent

This widget provides a bar chart that shows the total messages and total contacts served by each agent, offering a clear visual comparison of agent performance.

KPI Widget

This widget displays a list of KPIs that show the digital behavior, including the average number of agent messages, average number of customer messages, and the average agent contact duration.

Digital Messages Summary

This table provides an overview of data for each agent.

Column	Description
Agent Name	The name of the agent.
Agent No	The Agent ID number. This is a unique value assigned by the system to identify the agent.
Team Name	The team to which the agent is assigned.
Campaign Name	The campaign by which the interaction was categorized.
Skill Name	The skill through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound state.
Channel Name	The channel through which the interaction occurred. If a single contact experiences multiple channels, each new channel interaction appears as a new row in the report table with a unique agent contact ID.
Agent Contact Count	The total count of digital contacts that the agent handled during your selected time range.
Agent Messages	The total count of digital messages that the agent sent during your selected time range.
Total Messages	The total count of messages sent by both agents and contacts during your selected time range.
Avg. Customer Messages	The average number of messages contacts sent to the agent during the session.
Avg. Agent Messages	The average number of messages the agent sent to contacts they handled during the session.
Customer Messages	The total count of digital messages that the contact sent during your selected time range.
Agent Contacts Handled	The sum of AGENT CONTACTs that were handled by an Agent. (A CONTACT is considered "handled" when HANDLE TIME is greater than ZERO.)
Agent Contact Duration	The total amount of time the agent spent handling digital contacts during the selected time range.
Avg. Agent Contact Duration	The average amount of time the agent spent handling digital contacts.
Avg Handle Time	The average duration of time between the agent accepting a contact and ending the interaction.
Avg Follow-on Response Time	The average amount of time taken by Agents to provide Responses to Customers during digital communications. (This calculation only considers CONTACTs with Agent Follow-on Response Time).
Avg Focus Time	The average amount of time the agent spent handling an active contact. For example, the agent may switch between handling various contacts at once, but can only message, or focus on, one at a time.

Detailed Digital Messages

Column	Details
Agent Name	The name of the agent.
Agent No	The Agent ID number. This is a unique value assigned by the system to identify the agent.
Team Name	The team to which the agent is assigned.
Contact No	The contact's unique number assigned by the system.
Skill Name	The skill through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound state.
Channel Name	The channel through which the interaction occurred. If a single contact experiences multiple channels, each new channel interaction will appear as a new row in the report table with a unique agent contact ID.
Agent Contact Date & Time	The date and the timestamp that the interaction occurred.
Agent First Response Time	The amount of time between when the agent is assigned to the contact and when they send a message to the customer.
Agent Messages	The total number of messages that the agent sent to the contact.
Customer Messages	The total number of messages that the contact sent to the agent.
Total Messages	The total amount of messages sent during an interaction.
Agent Contact Duration	The total interaction time, from the agent accepting the contact and completing any after-call work.