HELP FILE

Rep Performance Report

The Rep Performance Report displays each representative’s session totals with resolution statuses.

Note: Depending on configuration, you may have additional fields reporting representative and customer feedback.

Rep Performance Details

  • Rep Name: The representative’s first and last name
  • Rep Team: The team to which the representative belongs
  • Sub Rep Team: The sub team to which the representative belongs
  • Rep Login: The representative’s login to HelpAlert (email address format)
  • Rep Screen Name: The representative’s screen name (seen in the Chat box, the drop-down menu at the customer’s portal page and in File Transfer)
  • Rep Custom: The representative’s custom field information (if configured)
  • Rep Since: The date the representative’s login was created
  • Total Login Time: Total amount of time that the representative spent logged in to HelpAlert across all log-in events during the report’s date range
  • Idle and Available: The amount of time the representative was logged in and not in a session but was available to take a query
  • Idle and Not Available: The amount of time the representative was logged in and not in a session but was not available to take a query
  • Total Not Available Events: The total number of times the representative placed themselves in a Not Available state
  • Total Time Not Available: The total amount of time the representative spent in a Not Available state for the time period of the report
  • Average Time Not Available: A calculation of (Total Time Not Available) / (Total Not Available Events)
  • Total Handle Time: Sum of all individual session times irrespective of concurrency (for example, if a representative conducted two 10 minute sessions, the Total Handle Time would equal 20 minutes, even if the sessions happened at the same time)
  • Average Handle Time: A calculation of (Total Handle Time) / (Sessions Started)
  • Total Clock Time: The real clock time that elapsed while the representative was engaged in sessions (in the example above, if the two sessions started and stopped at the exact same time, the Total Clock Time would be 10 minutes, while the Total Handle Time would be 20 minutes)
  • Concurrent Session Ratio: A calculation of (Total Handle Time) / (Total Clock Time); a value of 1.0 means the representative never participated in a concurrent session as Total Handle Time = Total Clock Time
  • Multi-Session Limit: The maximum number of simultaneous sessions the representative can engage in as set by a manager
  • Sessions Started: Total number of sessions started by the representative during the date range
  • Sessions Joined: The number of sessions the representative joined via Invite to Session during the date range
  • Sessions Finished: Total number of sessions finished by the representative during the date range
  • Resolved: Number of completed sessions that were marked Resolved by the representative
  • Unresolved: Number of completed sessions that were marked Unresolved by the representative
  • Unknown: Number of completed sessions that were marked Unknown by the representative
  • Transferred: Number of sessions the representative transferred to another representative
  • Offered: Number of queries sent to the representative
  • Ignored: Number of queries that timed out due to no response by the representative
  • Declined: Number of queries refused or terminated by the representative
  • Accepted: Number of queries that the represented launched into a support session