Core Agent Reports

Agent Core Reports offer a comprehensive insight into agent activities, commissions, goal achievements, and performance metrics.

Note

While Core Reports offer commonly requested data, they are not customizable beyond their existing functionality.

Locating Core Agent Reports

1. Go to Reports → Agents

2. Select the desired report from the sub-menu

Available Agent Reports

The table below lists the available agent reports, description, and how to run.

Note

Only one user can be pulled at a time.

Agent Goals

Agent goals are configured in the user profile. The reports data for Agent Goals is updated once a month by a job.

Time On Account Report

Dead Time is a metric within the Time on Account report that indicates periods when an agent is not actively working on any account, even if they appear to be engaged in related activities. Understanding Dead Time helps in accurately assessing agent productivity and identifying areas for improvement.

How Dead Time is Measured

• Inactive Navigation: Accessing unrelated sections via the main menu pauses active time tracking and logs the duration as Dead Time until the agent returns to an account page.

• Active Navigation: Staying within account-related menus keeps the time active, contributing to productive work on the account.

Factors Influencing Dead Time

• Navigation Patterns

  • Frequent Switching: Regularly moving between unrelated sections increases Dead Time.

  • Menu Usage: Utilizing the main menu for non-account tasks triggers Dead Time.

• Agent Workflow

  • Task Prioritization: Focusing on account-related tasks lowers Dead Time.

  • Training and Awareness: Educating agents on efficient system navigation helps manage Dead Time effectively.

• External Interruptions

  • Meetings and Breaks: Scheduled interruptions can contribute to Dead Time.

  • System Downtime: Technical issues may inadvertently increase Dead Time.

Agent Report Permissions

The table below lists the permissions needed to view and run the associated reports. Refer to Finding Permissions and Permission Roles in ACE for additional details.