Agent Snapshot Report

The Agent Snapshot page provides an at-a-glance view into important call metrics for an agent in your business. This page is similar to the Business Snapshot page which shows stats about your entire business.

All page data reflects the date range selection at the top of the page. Select from the following options:

• Today
  • From midnight in your account’s local time to the current time
• This Week
  • From Monday at midnight in your account’s local time to the current day/time
• This Month
  • From the first calendar day of the current month at midnight in your account’s local time to the current day/time
• This Quarter
  • From the first calendar day of the current fiscal quarter at midnight in your account’s local time to the current day/time

The page consists of two sections: Call Metrics and Call Review. Each section is described in detail below.

Call Metrics

The Call Metrics section consists of three sets of grouped call data.

Calls Handled

The Calls Handled group includes information about total calls handled, inbound and outbound calls, connections, and missed calls.

• Total Calls Handled
  • The number of outgoing + incoming calls minus missed calls
• Total Outbound Calls
  • The total number of outbound calls by this agent, including both answered and missed calls
• Total Outbound Connections
  • The total number of outbound calls by this agent with a call time exceeding this agent

    Calls Handled

    The Calls Handled group includes information about total calls handled, inbound and outbound calls, connections, and missed calls.

    • Total Calls Handled
      • The number of outgoing + incoming calls minus missed calls
    • Total Outbound Calls
      • The total number of outbound calls by this agent, including both answered and missed calls
    • Total Outbound Connections
      • The total number of outbound calls by this agent with a call time exceeding your business connection time (see this article for more information about viewing/changing your connection duration).
    • Total Inbound Calls
      • The total number of inbound calls to this agent, including both answers and missed calls
    • Total Inbound Connections
      • The total number of inbound calls to this agent with a call time exceeding your business connection time.
    • Total Missed Inbound Calls
      • The number of inbound calls to this agent that were unanswered by your agents
    • % of Missed Calls
      • The percent of missed inbound calls against the total number of inbound calls to this agent

    Workforce Management

    The Workforce Management group provides detailed information about different portions of the average call. Speed to Answer + Call Length + After Call Work = total time to Handle a Call. Idle Time and DND time measure the amount of time your agents are either available or unavailable.

    • Average Handle Time
      • The average time for all calls in the selected date range to be handled (Speed to Answer + Call Length + After Call Work). Think of this metric as how long, on average, it takes your agents to complete a call from the moment it rings to the moment they're finished wrapping up after the call has ended
    • Average Speed to Answer 
      • The average length of time it takes for a call to be answered after the phone started ringing. Less time is typically better but may depend on your business.
    • Average Call Length
      • The average duration for all calls from the moment the call is answered to the moment the call ends. This excludes ringing time and time spent after the call has ended. Think of this metric as the average length of conversations.
    • Average After Call Work
      • The average duration for work done after a call has ended. This is calculated by the amount of time an agent has the Call Notification section expanded in Powercall. Think of this as "wrap up time" after a call has ended where an agent is either updating a contact's information or scheduling a followup. Less time is typically better, so your agents can wrap up quickly and move on to other calls. The expanded Call Notification in Powercall consists of the following tabs:
        • Call Info
        • Edit
        • Schedule
        • Outcome
    • Average Idle Time
      • The average duration your agents spent in Powercall with the status of "Available." This indicates how long your agents were available to answer incoming calls or not on outbound calls.
    • Average DND Time
      • The average duration your agents spent in Powercall with the status of "Do Not Disturb." This indicates how long your agents were unavailable to answer incoming calls.
    • Total Call Time
      • The total duration your agents spent handling calls, from the moment the call started ringing to the moment wrap up work ended.
• Total Inbound Calls
  • The total number of inbound calls to this agent, including both answers and missed calls
• Total Inbound Connections
  • The total number of inbound calls to this agent with a call time exceeding your business connection time.
• Total Missed Inbound Calls
  • The number of inbound calls to this agent that were unanswered by your agents
• % of Missed Calls
  • The percent of missed inbound calls against the total number of inbound calls to this agent

Workforce Management

The Workforce Management group provides detailed information about different portions of the average call. Speed to Answer + Call Length + After Call Work = total time to Handle a Call. Idle Time and DND time measure the amount of time your agents are either available or unavailable.

• Average Handle Time
  • The average time for all calls in the selected date range to be handled (Speed to Answer + Call Length + After Call Work). Think of this metric as how long, on average, it takes your agents to complete a call from the moment it rings to the moment they're finished wrapping up after the call has ended
• Average Speed to Answer 
  • The average length of time it takes for a call to be answered after the phone started ringing. Less time is typically better but may depend on your business.
• Average Call Length
  • The average duration for all calls from the moment the call is answered to the moment the call ends. This excludes ringing time and time spent after the call has ended. Think of this metric as the average length of conversations.
• Average After Call Work
  • The average duration for work done after a call has ended. This is calculated by the amount of time an agent has the Call Notification section expanded in Powercall. Think of this as "wrap up time" after a call has ended where an agent is either updating a contact's information or scheduling a followup. Less time is typically better, so your agents can wrap up quickly and move on to other calls. The expanded Call Notification in Powercall consists of the following tabs:
    • Call Info
    • Edit
    • Schedule
    • Outcome
• Average Idle Time
  • The average duration your agents spent in Powercall with the status of "Available." This indicates how long your agents were available to answer incoming calls or not on outbound calls.
• Average DND Time
  • The average duration your agents spent in Powercall with the status of "Do Not Disturb." This indicates how long your agents were unavailable to answer incoming calls.
• Total Call Time
  • The total duration your agents spent handling calls, from the moment the call started ringing to the moment wrap up work ended.

Time Saved

The Time Saved group shows data around the usage of Kixie products that help save time for your business by automating regular activities. These are fixed durations per product usage and provide an overall figure for how much time is saved by utilizing Kixie features.

• Click to Call
  • The duration saved by utilizing the Click to Call feature of Kixie Powercall instead of manually copy/pasting or dialing numbers from web pages.
• Incoming Call
• SMS Template
  • The duration saved by utilizing SMS Templates to send regular messages to contacts instead of manually typing messages.
• VM Drop
  • The duration saved by utilizing Voicemail Drop to automatically leave voicemail messages instead of waiting for the beep and recording your own voice message.
• Logged Call
  • The duration saved by having Kixie automatically log calls to your connected CRM instead of manually navigating to your CRM to log the call yourself.
• Auto SMS
  • The duration saved by utilizing Kixie Auto SMS instead of manually sending SMS messages for certain actions by your customers

The tiles in the above groups show each call stat for your selected Team and date range selection. The larger number shows the current stat, and the smaller percentage indicates an increase, decrease, or level comparison to the previous same date range.

Example: Looking at the Outbound Calls tile while having a date range selected of “This Week” on a Wednesday at noon will show how many outbound calls your Team made from Monday at midnight through Wednesday at noon. The percentage shown is the change compared to last week from Monday to Wednesday at noon.

Bar Graphs

The bar graph section shows a comparison of the current agent to other agents in your business. Use the "Team" dropdown at the top left of the graph to choose between All Agents or a specific team. This allows you to compare a single agent against your entire business, a team they're on, or any other team.

The graph shows the following stats:

• Calls
  • The total number of calls by the agent
• Connections
  • The total number of calls by the agent exceeding the duration of your business connection duration
• Inbound Calls
  • The total number of inbound calls to the agent
• Missed Calls
  • The total number of missed calls by the agent
• Voicemails left
  • The total number of voicemails left by the agent on outbound calls
• SMS sent
  • The total number of SMS messages sent by your agent

The lighter colored graph shows the agent metrics, and the darker colored graph shows the same call metric for your selection in the "Teams" dropdown. This allows you to view a side-by-side comparison for each metric for the agent and the selected team.

To the right of the graph, a percentage is shown for Calls and Connections by the agent compared to your Teams selection. Under 100% indicates the agent is under the average, while over 100% indicates the agent is above average.

Call Review

The Call Review section of the Agent Snapshot page shows a selection of calls by the agent and is a preview of the agent's full Call History. This allows an at-a-glance view at the average call type for the agent. Choose either "Outbound" (default) or "Inbound" at the top of the section to isolate calls of that type.

From any call shown in this section, scroll to the right to reveal the Actions column. From here, you can listen to the call audio by clicking the play button.