How to read the Agent Performance Detail Report

The Agent Performance Detail Report is the one to open when you want the full picture of an agent's shift in a single view. It is a combination of two other reports: the status counts from the status detail report and the timing columns from the time detail report. Put together, you get both what an agent dispositioned and how long they spent in each state on the campaign for that shift.

The time columns

The core columns are CALLS, the total calls sent to the user, and TIME, the sum of PAUSE plus WAIT plus TALK plus DISPO. PAUSE is the time the agent spent paused around call handling. WAIT is the time spent waiting for a call. TALK is conversation time, and DISPO is the time spent on the disposition screen choosing an outcome. Many of these also show an AVG version, which is simply the column divided by CALLS, so PAUSAVG is total pause time divided by calls. Those averages are what you compare across the floor for Agent performance.

One detail keeps your reading honest. Dead time is taken out of talk time here, because TALK really counts how long the customer record sat on the agent screen, not the connected phone time. The CUSTOMER column is the live conversation; DEAD is the tail after the customer hung up. Subtract DEAD from TALK and you get the true talking number. Keep that in mind whenever you compare Talk time between agents.

Two sections, two scopes

The report has a top section and a pause-time section, and they do not measure the same thing. The top section only includes time involving a phone call. If an agent goes active, pauses, then goes active again without taking a call, that idle stretch never reaches the top section. The pause section below breaks pause time down by code, so a Pause code like LOGIN or LAGGED gets its own column. That is why total time in calls can differ from total time logged in. The pause table also reports TOTAL, NONPAUSE, and PAUSE so you can see at a glance how much of a logged-in shift went to working states versus paused states.

How a shift breaks into columns

stateDiagram-v2
  [*] --> PAUSE
  PAUSE --> WAIT
  WAIT --> TALK
  TALK --> DISPO
  DISPO --> WAIT
  TALK --> PAUSE
  DISPO --> [*]

The states above are the columns the report measures. An agent cycles through pause, waiting, talking, and disposition, and the time spent in each one accumulates into the matching column for the shift.

Shifts, groups and export

You can run the report for the AM shift, the PM shift, or the whole day, and narrow it by user group. A DOWNLOAD link exports the data to a spreadsheet-ready file. Read alongside the Disposition counts on the same row, it tells you not just how fast an agent worked but what came out of it. For the wider context, read our guide to VICIdial reports, and for the timing report it builds on, see how to read the Agent Time Detail Report.

This is the report most managers settle on once they know the floor. VICIfast provisions a tuned VICIdial box in under 40 seconds, with every agent column ready to read. See pricing to start.