Agent Summary
  • 23 Feb 2021
  • 10 Minutes To Read
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Agent Summary

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The Agent Summary report gives you an overview of how Agents spend their time working in Gladly.

How Data in the report is measured

The report is measured by the following:

Grouping

  • Grouped by Agent and Time granularity.

Time Anchor

  • Data is time anchored using Buckets (for durations) and Events (for counts) in the UI.

Metrics used for the Agent Summary

In some cases, Channel breakdowns are provided in addition to totals. Channel breakdowns appear in the rightmost columns of the report. While they are not defined independently below, metrics with Channel breakdowns are noted. 

Click on the description to review the definition of each metric and how it's used to calculate data.

MetricDescriptionComments
Bucket BeginningBeginning timestamp of the time grain (daily, weekly, etc.) chosen.
Bucket End
End timestamp of the time grain (daily, weekly, etc.) chosen.

NameAgent's name.
EmailAgent's email address.
IDGladly ID for the Agent.
User StatusWhether the agent's Gladly account is active or deactivated.
Role(s)Role(s) that the agent is currently assigned to.
Inbox(es)Inbox(es) that the agent is currently assigned to.
Team(s)Team(s) that the agent is currently assigned to.
Logged InCount of times the Agent logged in to Gladly.
Logged OutCount of times the Agent logged out of Gladly, both by actively logging out and by idling to logout.
Logged In Time in secondsDuration of time the Agent was logged in to Gladly during the specified window.
Went AwayCount of times the Agent went Away, either by actively going away or by idling to Away.
Returned from AwayCount of times the Agent returned from Away.
Changed Active ReasonCount of times the Agent changed their Active reason. This does not count the initial Active Reason that is set when the Agent logs in or returns from Away.
Active Time in secondsDuration of time the Agent was logged in and Active (not Away) in Gladly during the specified window.
Away Time in secondsDuration of time the Agent was logged in and Away in Gladly during the specified window.
Went Available – VoiceCount of times the Agent went available for Voice.
Went Available MessagingCount of times the Agent went available for Messaging.
Went Available MailCount of times the Agent went available for Mail.
Went Available TaskCount of times the Agent went available for Tasks. For many Agents, this will equal the "Went Available - Mail" metric, as those are controlled by the same button.
Went Unavailable AllCount of times the Agent went unavailable for all channel types.
Went Unavailable VoiceCount of times the Agent went unavailable for Voice.
Went Unavailable MessagingCount of times the Agent went unavailable for Messaging.
Went Unavailable MailCount of times the Agent went unavailable for Mail.
Went Unavailable – TaskCount of times the Agent went unavailable for Tasks. For many Agents, this will equal the "Went Unavailable - Mail" metric, as those are controlled by the same button.
Available Time in seconds – AnyDuration of time the Agent was available for any channel type during the specified window. This will not double count the time the Agent was available for multiple channel types at the same time.
Available Time in seconds – VoiceDuration of time the Agent was available for Voice during the specified window.
Available Time in seconds – MessagingDuration of time the Agent was available for Messaging during the specified window.
Available Time in seconds – MailDuration of time the Agent was available for Mail during the specified window.
Available Time in seconds – TaskDuration of time the Agent was available for Tasks during the specified window. For many Agents, this will equal the "Available Time - Mail" metric, as those are controlled by the same button.
Conversation CreatedCount of times the Agent created a Conversation.
Conversation ClosedCount of times the Agent closed a Conversation.
Conversation ReopenedCount of times the Agent reopened a Conversation.
Conversation Topic AddedCount of Topics the Agent added to Conversations.
Conversation Topic RemovedCount of Topics the Agent removed from Conversations.
Contact OfferedCount of times the Agent was offered a Contact.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact AcceptedCount of times the Agent accepted an offered Contact. This includes auto-accept for channels where that is applied.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact DeclinedCount of times the Agent declined an offered Contact.This metric is provided as a total and broken down by the following channels: Chat, Facebook Messenger, Phone Call, SMS, Twitter, and WhatsApp.
Contact MissedCount of times the Agent missed an offered Contact.This metric is provided as a total and broken down by the following channels: Chat, Facebook Messenger, Phone Call, SMS, Twitter, and WhatsApp.
Contact FulfilledCount of times the Agent fulfilled a Contact.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact Fulfilled by ResponseSubset of "Contact Fulfilled". Count of times the Agent fulfilled a Contact by responding.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact Fulfilled by CancellationSubset of "Contact Fulfilled". Count of times the Agent fulfilled a Contact by closing the Conversation or marking the Contact as "No Reply Needed."This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact StartedCount of times the Agent started an outbound Contact.This metric is provided as a total and broken down by the following channels: Email, Facebook Messenger, Phone Call, SMS, Twitter, and WhatsApp.
Contact TransferredCount of times the Agent transferred a Contact.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact Transferred FromCount of times the Agent was previously assigned to a Contact that was transferred.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact Transferred ToCount of times the Agent received a Contact that was transferred.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contact EndedCount of times the Agent was assigned to a Contact when it ended.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contacts with Contact Handle TimeCount of Contacts where the Agent contributed Contact Handle Time.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
Contacts with After Contact TimeCount of Contacts where the Agent contributed After Contact Time.This metric is not broken down by channel.
Hold StartedCount of phone holds started by the Agent.
Hold Started ManualCount of manual phone holds started by the Agent.
Hold Started Cold TransferCount of phone holds started by the Agent to attempt a cold transfer.
Hold Started Warm TransferCount of phone holds started by the Agent to attempt a warm transfer.
Hold Started ConferenceCount of phone holds started by the Agent to attempt a conference call.
Message SentCount of messages sent by the Agent.This metric is provided as a total and broken down by the following channels: Chat, Email, Facebook Messenger, SMS, Twitter, and WhatsApp.
Task CreatedCount of times the Agent created a Task.
Task ClosedCount of times the Agent closed a Task.
Task ReopenedCount of times the Agent reopened a Task.
Customer Handle Time in secondsDuration of time the Agent viewed a Customer profile during the specified window.
Conversation Handle Time in secondsDuration of time the Agent viewed a Customer profile with an ongoing Conversation during the specified window.
Contact Handle Time in secondsDuration of time the Agent viewed a Customer profile with an ongoing Contact during the specified window.This metric is provided as a total and broken down by the following Channels: Chat, Email, Facebook Messenger, Phone Call, SMS, Twitter, Voicemail, and WhatsApp.
After Contact Time in secondsDuration of time during the specified window that the Agent viewed a Customer profile after a Contact has ended, but before the Conversation is closed or before another Contact begins.This metric is not broken down by channel.
Messaging Concurrency"Messaging Work Session Time - Aggregate" divided by "Messaging Contact Handle Time."
Messaging Work Session Time AggregateAggregate of time (total) durations from the start to the end of the Agent's Handle Time on a Contact, for any Contacts handled during the specified window.
Messaging Work Session Time UnionUnion of time (amount of time, deduplicated if overlapping) durations from the start to the end of the Agent's Handle Time on a Contact, for any Contacts handled during the specified window.
Messaging Contact Handle TimeDuration of time the Agent viewed a Customer profile with an ongoing Contact on any Messaging channel during the specified window.

How the Agent Summary report is filtered

Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.

Date

  • When filtering by date, you will see actions performed and time durations that happened within that date range.

Rollup

  • Each row represents an Agent's activities for that given time granularity, as selected in the Rollup. A row is only displayed if the Agent had any Logged In Time during that time granularity.

Team

  • When filtering by team, you will see all the Agents currently assigned to that team.

How to use the Agent Summary report

The Agent Summary report can provide multiple data points based on how you slice and dice the data. The first step is to download the CSV version of the report then follow up with the filters below.
Below are a couple of examples:

ScenarioColumn Filters
Calculating Average Contacts per day
Select the metric you feel is the best proxy for an Agent working on a Contact, and divide it by the duration metric you want to compare it to. For the numerator, you may prefer Contacts Fulfilled, Contacts Ended, or something different. For the denominator, you may want to use Active Time or Available Time for any Channel, or even Logged In Time.
Looking for "unusual" activity
For areas like Logged In Time, Available Time, and Away Time, you may find it helpful to also look at the number of times an Agent logged in, logged out, went Away, or changed their Availability. This can give you insight into possible technical issues Agents may be experiencing or opportunities for coaching.

FAQs

Why does the report take time to load?

The Agent Summary report contains a lot of data, so it will take longer than usual to load compared to other reports.

Why am I seeing Agents who are no longer active in Gladly?

This report includes all the Agents in Gladly, including deactivated accounts. This allows you to understand any actions an Agent performed up to the day they were deactivated.

How is it possible that an Agent closed more Conversations in a day than we have Conversations that closed that day?

The counts in this report are largely counting actions, so for something like Conversations (which can be closed more than once), you'll see the count of closings, not the count of Conversations.

What is the difference between Customer, Conversation, and Contact Handle Times?

Customer Handle Time shows any time on a Customer Profile, while Conversation Handle Time is only during an open Conversation, and Contact Handle Time is only during an active Contact.

The report shows the 'total Away Time,' but not broken out by different status Reason. How do you find the total by Reason?

The Agent Durations report breaks down Away Time and Active Time by Reason and can help provide a fuller picture of what Reasons Agents provide for their activities.

Why does the report show breakdowns by Channel for some Channels that are not used?

The report shows Channel breakdowns for all applicable Channels offered by Gladly. Please note that Abandoned Call Followups are not provided as a breakdown, though those can contribute to the total Contact-related action counts (e.g., Contacts Offered, Contacts Ended).

Why am I seeing Away Time that is longer than an Agent's Login Time?

This can happen if the Auto-Away setting is changed while an Agent is Idle. We advise that you change those settings when Agents are not online, or at least not Idle.

Why do I see some Agents who have very high Messaging Concurrency?

The "Messaging Concurrency" metric is a ratio, so this may happen in the case where the numerator ("Messaging Work Session Time Aggregate") is very high, the denominator ("Messaging Contact Handle Time") is very low, or a mix of both. For example, Agents who work mostly on voice channels may work on a messaging Contact throughout the day without ending it, which could drive up the "Messaging Work Session Time Aggregate", even though they may not have actually spent a lot of time viewing the customer profile for that messaging Contact, which would keep the "Messaging Contact Handle Time" low.

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