Analytics - Activities Statistics

Activities statistics displays each user's login time into the different activity statuses (inactive, waiting, etc.). Custom activities (types created by you from the "activities" menu) will also be included. This statistic allows you to get an overview of your agents' activities summarised.

Note: The information displayed in the columns for each report/statistic will differ one from the other even if the name of a single value is the same. This is due to the fact that the five statistics get built using a different approach to the existing dataset.

A description of the statistical values is as follows:

• Login time - Time elapsed between agent log in and log out.
• Work time - Time elapsed actively working.
• Work time (share) - Work time rate (Work time / Login time).
• Inactive time - Time elapsed in which the agent did not work actively.
• Inactive time (share) - Inactive time rate (Inactive time / Login time).
• Talk time - Time elapsed in which the user was connected with a customer.
• Talk time (share) - Talk time rate (Talk time / Login time).
• Preparation time - Time elapsed between opening the mask and calling the contact (preview mode).
• Completed - Sum of edits saved by the user with an outcome such as "success" or "declined".
• Handlings - The sum of all edits on contacts independent of the results (success, declined, failed, open).
• Calls - Number of connected calls.
• Completion rate - This is the ratio of edits with successful or declined outcome in relation to the total amount of edits.
• Success rate - This is the ratio of successful calls versus declined calls (success/completed). A value of 100 means you have 100% successful calls, whereas a value of 33 means that a third of your calls were successful.
• Success - Number of calls that had a successful status outcome.
• Failed - Amount of edits with a failed status outcome.
• Declined - Amount of edits with a negative status outcome.
• Open - Amount of edits with an "open" status outcome (e.g. scheduled follow-up calls).
• Done - Amount of edits where the contact has not an "open" status outcome (success, declined and failed are included).
• Handling time - Elapsed time with the contact form open.
• Avg. handling time - Average time that is spent editing the contact form.

Note that these values can be regrouped, to see the grouping options, once the value has been added, click once again on its name.

This statistic can be grouped horizontally according to the following values:

• Total - Total amount for each column.
• Type - Type of activity (Inactive, pause, waiting for inbound, etc.).
• Branch office - Branch office of the users. 
• User - User login name.
• Campaign - Campaign in which the user was logged when the activity took place.
• Task - Task in which the user was logged when the activity took place.
• Month - Month in which the activity took place.
• Week - Week in which the activity took place.
• Date - Date in which the activity took place.
• Weekday - Weekday in which the activity took place.
• Hour - Hour in which the activity took place.

Important information: Not applying the correct filters might result in not getting the desired information. E.g.: if you only want to include the contacts that are now in the call task form a specific source, you need to add a task or task prefix and source grouping or a task, task prefix and source filter.