Viewing the Staff Report
The Staff Report is a tool that provides detailed information about staff members' activities in handling visitor calls and chat enquiries, displaying their statuses such as Active, Busy, Idle or Offline in graphical representation, with metrics that provide measurable and quantitative dimensions to assess and track staff performance providing quantifiable results for assessment.
Go to Report > Staff Report to view the Staff Report page from the navigation pane.
Overview
The report overview displays a graphical representation of your staff members' statuses. Beside each staff member's name are 24 squares, one for each hour of the day.
The following colours then represent a staff member's status:
| Staff Status | Colour | Description |
|---|---|---|
| Active | Green | The staff is logged into the CINNOX Web Dashboard, Mobile App, or both and is ready to receive new enquiries. |
| Busy | Red | The staff is currently logged into the CINNOX Web Dashboard, Mobile App, or both, but they have manually changed their status to "BUSY" and will not receive new enquiries. |
| Idle | Amber | The staff is logged into the CINNOX Web Dashboard but has not used it actively for more than 10 minutes. Or, the staff is logged into the CINNOX Mobile App but has not used it actively for more than a minute. |
| Offline | Grey | The staff is not logged into any CINNOX platform or device. Or, the staff is logged into the CINNOX Web Dashboard, but the connection to the server was lost. For the Mobile App: Even if the staff is logged into the CINNOX Mobile App - when they kill the app, force close it, push it to the background or leave it in the foreground while not using it, their availability status will be offline. |
If a staff member is logged in on multiple devices, their most recent status update will override any earlier updates across all devices they are logged into.
You can view the Report Overview in two ways:
Time View
The time view displays a staff member's status for specific hour blocks or times of the day. This gives administrators a quick snapshot of the staff member's most productive hours.
Type View
The type view displays an aggregate view of each staff member's status for the day. This gives staff administrators a more accurate representation of the total number of hours a staff member has been on a special status during the day.
To print the Staff Report - Overview graphs and data, click the printer icon located at the top middle of the page.
Report Details
Table Details
This section lists and defines all the Staff Report columns in the table and its description. It supplies all the necessary details you want to know about each table record. As they are included in different releases, the record values will vary depending on the date of releases.
| Column Name | Description | Data Availability |
|---|---|---|
| Staff Name | The name of the staff member added to your CINNOX service. | All available |
| Staff Team | The staff members belong to your team structure. | All available |
| Total Active Time | The cumulative time that the staff's availability status is active. The term "active" implies that the staff is online and prepared to receive and handle visitors' enquiries. The data format display = HH:MM:SS | All available |
| Total Busy Time | The cumulative time that the staff's availability status is busy. The term "busy" implies that the staff is online but cannot handle visitors' enquiries. The data format display = HH:MM:SS | All available |
| Total Idle Time | The cumulative time that the staff's availability status is idle. The term "Idle" implies that the staff is online, and the status is active, but they are not using CINNOX for more than 10 minutes. The data format display = HH:MM:SS | All available |
| Total Offline Time | The cumulative time that the staff's availability status is offline. "Offline" implies that the staff has logged out in CINNOX from any platform or device. The connection lost to the server also results in offline status. The data format display = HH:MM:SS | All available |
| Total Handled Enquiries | The staff's total number of attended and handled enquiries. "Handled" means enquiries with ongoing and follow-up statuses. | Start from 1 st June 2023 |
| Handled Enquiries (%) | The staff percentage of the enquiries handled was over the total number. Handled Enquiries (%) = (Total number of handled enquiries / Total number of enquiries) x 100 | Start from 1 st June 2023 |
| Total Closed Enquiries | The staff's total number of attended and closed enquiries. "Closed" means the enquiries closed by staff, visitors, or auto-close by the system, which will count to the enquiry owner. The total closed enquiries might differ from the total handled enquiries due to join, takeover and transfer enquiry mechanisms. | Start from 1 st June 2023 |
| Average (Avg) First Response Time (FRT) | The average time it takes for the staff to respond to a visitor enquiry. From when the enquiry is created until the response is returned to the visitor. Avg. First Response Time (FRT) = Sum of (Staff responded time — Time enquiry being created)/Total number of created enquiries. The data format display = HH:MM:SS 📕 Enquiries such as Missed, Abandoned, Followed-up and transferred to another staff are not included in the FRT calculation. Enquiries handled by IVR, Call System and Chatbot do not have FRT. However, when transferred to the staff, the FRT calculation applies. | Start from 1 st June 2023 |
| Average (Avg) Followed-up Time | The staff's average duration between a missed enquiry and the first follow-up by staff. Avg. Followed-up Time = Sum of (Followed-up Time — Missed Time) / Total number of followed-up enquiries The data format display = HH:MM:SS | Start from 10th August 2023 |
| Avg. Closed Time | The average duration between a created enquiry and when it is closed. "Closed" means the enquiry is closed by staff or visitors or automatically closed by the system, and the enquiry count is attributed to the enquiry owner. Avg. Closed Time = Sum of (Closed Time — Created Time) / Total number of closed enquiries. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Total Submitted Direct SMS | The total number of direct SMS successfully submitted by the staff. | All available |
| On-net Call from Visitor | The count of on-net calls the visitor made and answered by the staff and their percentage. The data format display = the number of answered calls over the total calls and the percentage, e.g. 8/10/80% | Start from 10th August 2023 |
| Off-net Call from Visitor | The count of off-net calls the visitor made and answered by the staff and their percentage. The data format display = the number of answered calls over the total calls and the percentage, e.g., 8/10/80% | Start from 10th August 2023 |
| On-net Call to Visitor | The count of on-net calls the staff made and answered by the visitor and their percentage. The data format display = the number of calls made over the total calls and the percentage, e.g. 8/10/80% | Start from 10th August 2023 |
| Off-net Call to Visitor | The count of off-net calls the staff made and answered by the visitor and their percentage. The data format display = the number of calls made over the total calls and the percentage, e.g. 8/10/80% | Start from 10th August 2023 |
| Staff Call | The count of internal calls (staff-to-staff calls, including enquiry warm transfer calls) made and received and their percentage. The data format display = the number of answered calls over the total calls and the percentage, e.g. 8/10/80% | Start from 10th August 2023 |
| Conference Call | The count of conference calls hosted and joined by the staff and their percentage. When staff rejoin the same conference call, it will still be counted as one call. The data format display = the number of participated calls over the total conference and the percentage, e.g. 8/10/80% | Start from 10th August 2023 |
| On-net Call Duration from Visitor | The staff's cumulative duration of answered on-net calls from visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Off-net Call Duration from Visitor | The staff's cumulative duration of answered off-net calls from visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| On-net Call Duration to Visitor | The staff's cumulative duration of on-net calls made to visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Off-net Call Duration to Visitor | The staff's cumulative duration of off-net calls made to visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Staff Call Duration | The staff's cumulative duration of internal calls made and received. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Conference Call Duration | The staff's cumulative duration of hosted and joined conference calls. The data format display = HH:MM:SS | Start from 10th August 2023 |
| On-net Call Avg. Duration from Visitor | The staff's average duration of answered on-net calls from visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Off-net Call Avg. Duration from Visitor | The staff's average duration of answered off-net calls from visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| On-net Call Avg. Duration to Visitor | The staff's average duration of on-net calls made to visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Off-net Call Avg. Duration to Visitor | The staff's average duration of off-net calls made to visitors. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Staff Call Avg. Duration | The staff's average duration of internal calls made and received. The data format display = HH:MM:SS | Start from 10th August 2023 |
| Conference Call Avg. Duration | The staff's average duration of hosted and joined conference calls. The data format display = HH:MM:SS | Start from 10th August 2023 |
Note on Calls
- When the PSTN is not listed as the staff's PSTN, it will be counted as a call from a visitor.
- Call metrics include audio and video calls.
- Only answered calls within the selected Date & Time contribute to the call duration and the call average duration.
- The whole call duration will be displayed when a part of the call period overlaps with the selected Date & Time filter.
- For the call with multiple transfers, each transfer counts as a separate call after the call ends.
- The Staff Call cover both inbound and outbound calls.
By default, the Report Details displays the 10 staff members with Yesterday highest Total Active Time and can be adjusted accordingly.
Enquiry Metrics Illustration
The example of the enquiry metrics shows how it is calculated with the enquiry handled by each staff.
The table below is for 6 enquiries received from 12:30 to 13:00 in the service account ABC with 3 staff members.
| Enquiries | Created Time | Time Responded | Enquiry Status | Destination Endpoint | First Response Time | Closed Date & Time |
|---|---|---|---|---|---|---|
| INQ-000144 INQ-000147 | 12:30:20 12:45:05 | 12:30:32 - | Ongoing Missed | Staff A - | 12s 0s | - - |
| INQ-000145 INQ-000148 | 12:40:10 12:50:08 | 12:40:15 12:50:25 | Closed Ongoing | Staff B Staff B | 5s 17s | 12:45:10 - |
| INQ-000146 INQ-000149 | 12:45:00 12:55:25 | 12:45:06 12:55:33 | Closed Closed | Staff C Staff C | 6s 8s | 12:47:00 12:56:25 |
The table below shows how the value of the new metrics would look for the 3 staff members based on the above enquiries as an example
| Staff Name (Destination Endpoint) | Total Handled Enquiries | Handled Enquiries (%) | Total Closed Enquiries | Average (Avg.) First Response Time (FRT) | Avg. Follow-up Time | Avg. Closed Time |
|---|---|---|---|---|---|---|
| Staff A | 1 | 50% | 0 | 12s | 0s | 0s |
| Staff B | 2 | 100% | 1 | 11s | 0s | 5m |
| Staff C | 2 | 100% | 0 | 7s | 0s | 1m 30s |
SMS Metrics Illustration
The example of the metrics of Total Submitted Direct SMS shows how it is calculated.
The table below shows 4 SMS messages from 3 staff members on 18 August 2023.
| SMS Sender ID | Source | Sent by | Recipient Country & Number | Status | Date & Time | Carrier Network Status |
|---|---|---|---|---|---|---|
| HK SMS +85212345678 | Direct | Staff A | Hong Kong +85287654321 | Submitted | 18/08/2023 17:57:55 | Delivered |
| HK SMS +85212345678 | Verification | Staff A | Hong Kong +85287654322 | Submitted | 18/08/2023 17:59:20 | Delivered |
| HK SMS +85212345678 | Direct | Staff B | Hong Kong +85287654323 | Submitted | 18/08/2023 17:56:55 | Delivered |
| HK SMS +85212345678 | Direct | Staff C | Hong Kong +85287654324 | Rejected | 18/08/2023 17:54:55 |
The table below shows the Total Submitted Direct SMS in the Staff Report for staff members on 18 August 2023.
| Agent | Total Submitted Direct SMS |
|---|---|
| Staff A | 1 |
| Staff B | 1 |
| Staff C | 0 |
Call Metrics Illustration
The example of the call metrics shows how it is calculated based on the calls handled by each staff member.
The table below shows 5 calls made and received and 2 staff members involved in the calls.
| Call No. | Call Type | Caller | Receiver | Call Duration | Status |
|---|---|---|---|---|---|
| # 1 | Off-net Call | Visitor | Staff A | 0s | Not Answered |
| # 2 | Off-net Call | Visitor | Staff B | 6m | Call Ended |
| # 3 | On-net Call | Staff B | Visitor | 10m | Call Ended |
| # 4 | On-net Call | Staff A | Staff B | 2m | Call Ended |
| # 5 | Conference Call | Staff A | Visitor | 10m | Call Ended |
The table below shows how the value of the call metrics would look for the 2 staff members based on the above calls as an example
| Staff Name | On-net Call from Visitor | Off-net Call from Visitor | On-net Call to Visitor | Off-net Call to Visitor | Staff Call | Conference Call | On-net Call Duration from Visitor | Off-net Call Duration from Visitor | On-net Call Duration to Visitor | Off-net Call Duration to Visitor | Staff Call Duration | Conference Call Duration |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Staff A | 0/0/0% | 0/1/100% | 0/0/0% | 0/0/0% | 1/1/100% | 1/1/100% | 0s | 0s | 0s | 0s | 2m | 10m |
| Staff B | 0/0/0% | 1/1/0% | 1/1/100% | 0/0/0% | 1/1/100% | 0/0/0% | 0s | 6m | 10m | 0s | 2m | 0s |
Search and Filter
You can expand the records and customise them with filters, e.g., Date and Time, Staff Name and Staff Team.
| Filter Name | Description |
|---|---|
| Date & Time | Select by date, which can be customised with time. Default to Yesterday. |
| Staff Name | Select the Staff Name created in your Organisation |
| Staff Team | Select the Staff Team created in your Organisation. Default to All Staff Teams. |
| Channel Type | Select the channel type as the enquiry's entry point. The selectable channel types include Directory, Web link, Virtual Number, Email, Third Party Channel, Messenger, WhatsApp, WeChat, LINE or WOZTELL. Default to All Channel Types. |
Download Report Details
You can download the details of the Staff Report in an Excel file.
- Click the Report Details tab.
- Click the Download icon to download the report details to your local device.
Staff Comparison
The Staff Comparison tab within the staff report provides a convenient way to compare the activities of staff members (agents) based on specific filters.
The following filters located on the right side of the page are available for staff comparison:
- Date & Time: You can select a specific date range to analyse the staff activities within that period.
- Staff Name: Select a staff member's name from the dropdown menu.
- Channel Type: This filter lets you compare staff performance based on different channel types.
The results will be displayed on the left side with the following.
Updated 8 months ago