Agent Performance

Keep On Top Of How Your Agents Are Performing

by Trisha Hand

Don’t Be Stuck in the Dark When It Comes to How Your Agents Are Performing.

Lots of managers ask “How can I see how my employees are performing daily”? Well, CallTrackingMetrics has created two reporting features that can make this question a thing of the past.

See how your agents are performing with our Agent Call Report.

What does this report offer:

  • Total Calls Screen Shot 2016-02-17 at 11.59.48 AM
  • Period Unique Calls
  • Globally Unique Calls
  • Ring Time
  • Talk Time
  • Call Duration
  • Score
  • Conversion
  • Conversion Rate
  • Revenue

With this great report, you can filter to see how your agents are doing as a team or select one agent at a time. These reports can be scheduled and sent you and your management team daily, weekly or monthly. If call scoring is being used the scoring and conversions will carry over into this report as well.

See when your agents are available and accepting calls:

Our second report Real-Time Agents will give you the clarity to see who is taking calls when in real time.

This report offers:

  • Screen Shot 2016-02-17 at 12.40.39 PMReceived Calls
  • Calls Made
  • Live Calls
  • Agents Busy
  • AgentScreen Shot 2016-02-17 at 12.41.05 PMs Available
  • Calls Missed
  • Transfers
  • Agent Activity



With this report, we have giving managers the ability to see if their agents are in an available state, on an inbound or outbound call, if there is a call that can be listened to live, how many missed calls and other data.

CallTrackingMetrics has created these tools to empower every call manager with the ability to know what is happening in their department on a real time and reportable basis.