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Agent Level iCube

Agent Level iCube enables you to identify the agents' performance in a selected time frame and create a report. You can use this iCube to generate a report to identify the potential areas of improvements that the agents require. This report also provides you an insight to effectively manage the agents and set appropriate goals according to their performance.

The following sections provides you details on the Agent Level iCube:

Description

The left panel, titled, DASHBOARD DATASETS contain the most common attributes and metrics used for analysis.  

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type. 

2. To achieve the desired analysis, from the DASHBOARD DATASETS, drag-and-drop attributes or metrics.
   
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATASETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can cchange visualization to convert the grid into the desired chart type. 
   Note:Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected result.

3. To remove a metric or an attribute, under the Visualizationpanel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyzes you can perform using the Agent Level iCube:

If you want to analyze the average number of calls received by agents on a particular date, perform the below tasks:

1. From the DASHBOARD DATASETS panel,

   1. Double-click Avg Calls Per Agent to add it to a grid.

   2. Double-click the Date attribute to add to the grid.

   3. Double-click the Employee attribute to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.

3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Expand this link to view the Agent Level iCube attributes and their descriptions.

Attributes	Description
ACD	Automatic Call Distribution. Automatically routes calls to the appropriate call center reps by matching customer phone numbers with a database. You specify which agents should take certain calls based on the customer’s products, geography, or any other parameter
Calendar Month	Gregorian calendar month
Calendar Week	Gregorian calendar week
Calendar Year	Gregorian calendar year
Cost Center	Cost center of the organization that an agent belongs to. This information is sourced from ServiceNow or using Flat files provided by the tenant.
Date	Date on which the agent received, answered or abandoned the call
Day Name	Date on which the agent received, answered or abandoned the call
Employee	Agent who answered the call. This information is partially sourced from ServiceNow or using Flat files provided by the tenant.
Group	A user defined group of agents
Hour	Hour of the day in 24 hours format
Lagging Count of Days	Count of number of days since the first data record till current day
Lagging Count of Months	Count of number of months since the first data record till current month
Lagging Count of Weeks	Count of number of week since the first data record till current week
Lagging Count of Years	Count of number of years since the first data record till current year
Location	Location of the agent. This information is sourced from ServiceNow or using Flat files provided by the tenant.
Skill	Ability for an Agent with a particular set of skills to handle a call which requires one of those skills
Skill Level 1	Skill hierarchy level 1
Skill Level 2	Skill hierarchy level 2
Skill Level 3	Skill hierarchy level 4
Skill Level 4	Skill hierarchy level 5
Time	Time interval for metric collection as defined in ACD

Metrics

Expand this link to view the Agent Level iCube metrics and their descriptions:

Metric Name	Description	Formula	Expected values
% ACD Time - Agent	Percentage of time agents spend on ACD calls and in ACW by split/skill.	(([Sum(f_agent_call_summary.i_acw_time)] + [Sum(f_agent_call_summary.i_acd_time])) / [Sum(f_agent_call_summary.i_staff_time)])	0-100
% Non-Phone utilization	% of total active work time that agent is doing other assigned non phone work excluding breaks and lunch	[Sum (f_agent_call_summary_aux.aux_time) where d_aux_code.wh_dimension_name in list (DEFAULT, MEETING, ADHOC,TRAINING, APPROVED PROJECT, NPS BACKOFFICE WORK, CLICK TO CHAT)]/[Sum(f_agent_call_summary.ti_staff_time) for each value of Aux Code (Source)]	0-100
% Overall Utilization	% of total active work time that agent is utilized on phone call and non phone work	([Sum (f_agent_call_summary_aux.aux_time) where d_aux_code.wh_dimension_name in list (DEFAULT, MEETING, ADHOC,TRAINING, APPROVED PROJECT, NPS BACKOFFICE WORK, CLICK TO CHAT)]/[Sum(f_agent_call_summary.ti_staff_time)) for each value of Aux Code (Source))] + [Sum(f_agent_call_summary.acd_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary.acw_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary.hold_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary_aux.aux_time) where d_aux_code.wh_dimension_name in list (AUX OUT)] / [Sum(f_agent_call_summary.ti_staff_time) for each value of Aux Code (Source)])	0-100
% Phone utilization	% of total active work time that agent is working on phone call related work (ACD time + ACW time + Hold time) excluding lunch	[Sum(f_agent_call_summary.acd_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary.acw_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary.hold_time) for each value of Aux Code (Source) + Sum(f_agent_call_summary_aux.aux_time) where d_aux_code.wh_dimension_name in list (AUX OUT)] / [Sum(f_agent_call_summary.ti_staff_time) for each value of Aux Code (Source)]	0-100
% Skill Available - Agent	Amount of time that an agent was available in all assigned skills	([Sum(f_agent_call_summary.i_avail_time)/Sum(f_agent_call_summary.ti_avail_time)] / [Sum(f_agent_call_summary.i_staff_time) / Sum(f_agent_call_summary.ti_staff_time))]	0-100
%Time spent in AUX	Percentage of STAFFTIME time agents spent in AUX	(Sum(f_agent_call_summary.i_aux_time) / Sum(f_agent_call_summary.i_staff_time))	0-100
Abandon Calls	The number of ACD calls that are abandoned after being directed to the agent telephone, but before being answered	Sum(f_agent_call_summary.abandoned_calls)	>=0
Acd Calls	Total number of ACD calls that are automatically redirected to the specific agents	Sum(f_agent_call_summary.acd_calls)	>=0
ACD Time (Interval Based)	The length of time that the agent was talking on ACD calls and direct agent calls for this SPLIT	(Sum(f_skill_call_summary.i_acd_time) + Sum(f_agent_call_summary.i_da_acd_time))
ACW Time (Interval Based)	The length of time that the agents was in ACW related to ACD calls and direct agent calls	([f_agent_call_summary.i_aux_time] + [f_agent_call_summary.i_da_acw_time])	>=0
Avg ACD Talk Time	Average time per call spent talking	([Sum(f_agent_call_summary.acd_time) for each value of [Aux Code (Source)]]) / Sum(f_agent_call_summary.acd_calls))	0 or >0
Avg ACW Time	Average time per call spent on wrap-up or after call work	(Sum(f_agent_call_summary.acw_time) for each value of [Aux Code (Source)] / Sum(f_agent_call_summary.acd_calls))	0 or >0
Avg Calls Per Agent	Average number of incoming calls per agent	(f_agent_call_summary.inbound_acd_calls / Count(f_agent_call_summary.employee_key))	0 or >0
Avg HandleTime	Average amount of time spent handling calls, including talk time, hold time, and after call work time	(((([Sum(f_agent_call_summary.acd_time) for each value of [Aux Code (Source)]]) + Sum(f_agent_call_summary.hold_time) for each value of [Aux Code (Source)]) + Sum(f_agent_call_summary.acw_time) for each value of [Aux Code (Source)]) / (Sum(f_agent_call_summary.acd_calls) * 1.0))	0 or >0
Avg Hold Time	Average amount of time spent during hold	([Sum(f_agent_call_summary.hold_time) for each value of [Aux Code (Source)]] / Sum(f_agent_call_summary.hold_calls))	0 or >0
Avg Inbound ACD Time	Average of time measured from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call	(Sum(f_agent_call_summary.inbound_acd_time) / f_agent_call_summary.inbound_acd_calls)	0 or >0
Avg Inbound ACW Time	Average time spent by an Agents after diconnecting the call with the Customer, calculated only for inbound calls	(Sum(f_agent_call_summary.inbound_acw_time) / f_agent_call_summary.inbound_acd_calls)	0 or >0
Avg Outbound ACD Time	Average of time measured from the time the agent answers the ACD call to the time when either the customer or the agent disconnects the call	(Sum(f_agent_call_summary.outbound_acd_time) / Sum(f_agent_call_summary.outbound_acd_calls))	0 or >0
Avg Outbound ACW Time	Average time spent by an agents in performing tasks to close the ticketafter disconnecting the call with the customer	(Sum(f_agent_call_summary.outbound_acw_time) / Sum(f_agent_call_summary.outbound_acd_calls))	0 or >0
Avg Positions Staffed	Average number of positions staffed in a given time interval. Works only for intraday intervals.	f_agent_call_summary.i_staff_time/ f_agent_call_summary.time_interval	0 or >0
Avg time to Abandon	Average time for a caller to abandon a call prior to an agent answering	(Sum(f_agent_call_summary.abandon_time) / Sum(f_agent_call_summary.abandoned_calls))	0 or >0
Call Volume Per Day	Total number of ACD calls queued to the call system	(f_agent_call_summary.inbound_acd_calls / 365)	>=0
Inbound Acd Calls	Total inbound ACD calls	Sum(f_agent_call_summary.inbound_acd_calls)	>=0
RONA	No Answer Redirect Calls - The number of split/skill and direct agent ACD calls that rang at this agent's telephone and then were automatically redirected by the Redirection on No Answer feature because they were not answered	Sum(f_agent_call_summary.no_answer_redirect_calls)	>=0
Ti Aux Time	The length of time during the collection interval that the agent spends in AUX for all splits/skills, or on AUXINCALLS or AUXOUTCALLS and SPLIT was OLDEST_LOGON	Sum(f_agent_call_summary.ti_aux_time)	0 or >0
Ti Avail Time	The length of time during the collection interval that the agent is in the AVAIL state for split/skill or direct agent ACD calls in any split/skill. TI_AVAILTIME is recorded for the split/skill in which the agent has been logged in the longest	Sum(f_agent_call_summary.i_avail_time)	0 or >0
Ti Staff Time	The length of time during the collection interval that the agent is staffed in any split/skill. “TI_” time is stored for the split/skill in which the agent has been logged in the longest	Sum(f_agent_call_summary.i_staff_time)	0 or >0