NocTel Insight Documentation
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Agents who neglect to go Offline at the end of their shift may cause erratic data to be rendered. For example, an agent who finishes their shift on a Friday and does not return to duty until the following Monday leaves themself in an Available status. This Available status would be ongoing until the following morning (48+ hours) when they return to duty and take a call from queue. Flow's backend makes no assumptions about agent status durations and will not log status changes until a new status change "closes out" the current status as events relating to status occurs when they do with no predefinitions to close out and transition after fixed periods of time.

Therefore, agents who do not manage their statuses properly as well as supervisors who do not recognize or correct this behavior, may result in some report renderings showing excessively long status durations. NocTel will not correct these errors. It is your responsibility to manage Agents and their presence.

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Plots Agent call talk time in tabular format. Reports the Average, Shortest, and Longest Talk Times over the date interval and date grouping per Agent. Calls Taken refers to the combined total of both Inbound and Outbound Calls. Calls Taken can be adjusted to only consider Inbound or Outbound calls by changing the Call Direction filter option. Take note that the Average, Shortest, and Longest Talk Times will consider all available calls relative to the Call Direction(s) specified in filtering. This means if both Inbound and Outbound calls are included, then the corresponding talk metrics will include both types of calls. If only Inbound Calls are considered, the corresponding metrics are produced using only Inbound Call data.

AHT in this context is synonymous with Average Talk Time. Depending on Call Direction filtering settings, some agents may display NULL values for rows (date groupings). This These should be interpreted as zero values.

Heat mapping is applied to the call volume metrics and AHT. The heat mappings only apply column-wise and not overall. Therefore, Calls Taken heat mapping only concerns itself with all values found in rendered rows along the Calls Taken column. Heat mapping cannot be applied to the Talk Time metrics.

Note the option to select the <Abandoned> agent, which is a pseudo-agent used by the Flow system to capture callers who were in queue that hung up before speaking to an agent. The <Abandoned> agent's calls are optionally included to provide consistency in regard to total number of calls that reached Queues. Without the <Abandoned> agent being accounted for, reports that center around Agent behavior and performance will not add up to reporting based on the Queue perspective.

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