Agent Report Card

The Agent Report Card report displays performance information.

If QM installed and if WFM is configured to import evaluation form information, the Evaluation Form drop-down list displays a list of the evaluation forms used in QM to evaluate agent performance. If an evaluation form is selected, the data in the Agent Report Card will reflect only data from agent evaluations that use the selected evaluation form and meet all other report selection criteria.

The goal metrics section displays the default field values set for the following statistics.

Statistic	Default Value
Average Quality Score	75
Average Calls Per Hour	10
Adherence %	75
Conformity %	0
Occupancy %	0
Utilization %	0
Average Handle Time	0
Average Talk Time	0
Average Work Time	0
Average Hold Time	0
Average Ready Time	0

You can modify these goals as desired. When the Agent Report Card is generated, the agent’s or team’s performance against these goals is indicated. The values displayed are weighted averages.

Fields in this report

Field	Definition
Adherence %	The percentage describing how well agents stick to their planned work schedule within the interval. This information is available for agents who have productivity data. Adherence % = (A ÷ B) × 100 Where: A = Total minutes in adherence B = Total minutes not in adherence C = Total configured schedule adherence minutes
Average Calls Per Hour	The calculation of the average number of calls per hour. Average calls per hour = 3600 ÷ (A + B) Where: A = Talk time in seconds for ACD calls completed during the interval B = After call work time in seconds for ACD calls completed during the interval
Average Handle Time	The average ACD contact processing (cross interval) time for the agent for the interval. The average will be zero if calls handled is zero for the interval. Average handle time = (A + B + C) ÷ D Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total after contact work time for ACD contacts handled during the interval D = Total number of ACD contacts handled during the interval
Average Hold Time	Actual average on hold (cross interval) time for the agent for ACD contacts handled in the interval. This includes hold time for transfers and conferences. The average will be zero if Calls Handled is zero for the interval. Average hold time = A ÷ B Where: A = Amount of time agents placed contacts on hold during the interval, including hold time for transfers and conferences B = Number of contacts placed on hold during the period. A call might have been placed on hold multiple times.
Average Quality Score	The average quality score of calls the agent completed during the interval. The quality scores come from calls that are evaluated using Recording and Quality Management. Average quality score = A ÷ B Where: A = Sum of the overall quality scores for evaluated calls the agent completed during the interval B = Total evaluated calls the agent completed during the interval
Average Ready Time	The actual average amount of time in seconds the agent is in the Ready agent state. The average will be zero if Calls Handled is zero for the interval. Both cross interval and within interval data is used in the calculation. Average ready time = A ÷ B Where: A = The amount of time the agent is in the Ready agent state during the interval B = Number of contacts completed during the interval
Average Talk Time	The average in-contact talk time (across intervals) for the handled ACD contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average talk time = (A + B) ÷ C Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total number of ACD contacts handled during the interval
Average Work Time	The average after contact work time (cross interval) in seconds for the ACD handled contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average work time = A ÷ B Where: A = After contact work time for contacts completed during the interval B = Number of contacts completed during the interval
Conformance %	Conformance is the percentage of time in the interval an agent works the right amount of time regardless of the time of day the agent works. Schedule conformance does not take arrival and departure times into account. For example, an agent who is scheduled to work from 8:00 AM to 4:00 PM but instead works from 10:00 AM to 6:00 PM would be conforming, but not adhering, to the schedule. This information is available for agents who have productivity data. Conformance is calculated according to the following formula: Conformance % = (A ÷ B) × 100 Where: A = Total time during the interval the agent is in service, whether or not the agent is scheduled to be in service B = Total time during the interval the agent is scheduled to be in service, whether or not the agent is actually in service
Occupancy %	The percentage of time in the interval the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in and ready to handle contacts during the interval. Occupancy % = A ÷ B Where: A = Total handle time for handled contacts B = Total In Service time
Utilization %	Utilization percentage is the percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in during the interval. Utilization % = A ÷ B Where: A = Total handle time for handled contacts (total reported by the ACD) B = Total in session (login) time (total reported by the ACD)