Agent Summary by Day Report

Required permissions: Data Download

The Agent Summary by Day data download report shows information about agents' performance by day, including their total time logged in each day in the date range specified, the amount of time spent in each state by day, and the percentage of time spent handling contacts. It is similar to the Agent Summary Report, but it displays information on a per-day basis.

An example of the Agent Summary by Day data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Learn more about the fields in this step

Columns

Agent_No	The unique, system-generated ID of the agent.
Agent_Name	The first and last name of the agent as displayed in the agent's CXone Mpower user profile.
Date	The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.
Team_No	The unique, system-generated ID of the team the agent belongs to.
Inbound_Contacts	The total number of inbound contacts the agent handled in the indicated time period.
Outbound_Contacts	The total number of outbound contacts the agent handled in the indicated time period.
ACD_Time	The total amount of time in seconds the agent spent handling inbound and outbound calls.
Ave_ACD	The average amount of time in seconds the agent spent handling each inbound call.
Outbound_Time	The total amount of time in seconds the agent spent handling outbound calls.
Inbound_contact_time	The total number of time the agent spent handling inbound contacts during the indicated time period.
Ave_Outbound	The average amount of time in seconds the agent spent handling each outbound call.
Unavailable_Time	The total amount of time in seconds the agent spent in an unavailable state, unable to handle another contact.
Available_Time	The total amount of time in seconds the agent spent in an available state, waiting to handle another contact.
Total_Time	The total amount of time in seconds the agent spent logged in to the CXone Mpower system on the date indicated.
Refused_Contacts	The total number of preview contacts the agent refused on the date indicated.
Held_Party_Abandon	The total number of contacts the agent placed on hold who disconnected before the communication resumed.
InContact_Percent	The percent of total time the agent spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.
ACD_Outbound_Avail_percent	The percent of total time logged that the agent spent handling contacts or in an available state, waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.