Overview
The Agent Performance report provides a focused view of individual agent activity across inbound and outbound calls. This report type allows for accurate measurement of workload management, responsiveness, and post-call processes. Read the dataset definitions of this report type to better understand the results.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.
Things to know
You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see Use Multi-Template Reports.
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.
Filter report results
After you've created a report, apply filters to narrow down the results.
From the Network/Tenant dropdown, select the specific ServiceTitan account you want the report to reflect.
Use the Queues dropdown to filter the report to the queues you choose, letting you analyze performance metrics for specific teams or call segments.
Note: This filter is specific to the Agent and Tenant Performance reports only.
Use the From - To dropdown, set the date range for the report results.
Use the calendar to select a specific date range and then click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time.
Yesterday: Previous day, from 12:00 AM to 11:59 PM.
This Week: From Monday through Sunday of the current week.
Week to Date: From Monday through the current date of the current week.
Last 7 Days: Previous seven days, including today.
Last 14 Days: Previous 14 days, including today.
Last 30 Days: Previous 30 days, including today.
Month to Date: From the first of the current month to the current day.
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including today.
This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.
Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.
Quarter to Date: From the first day of the current quarter to the current day.
Year to Date: From January 1 of the current year to the current day.
Last 365 Days: Previous 365 days, including today.
Last Year: From January 1 of the previous year to December 31.
Use the From (Time) - To (Time) dropdowns to set the exact time range for the report results.
Use the Time Interval dropdown to select how granular you want the data to be broken down in your report.
Total (Default): Displays cumulative values across the selected time range. Use this if you want an overall summary without time-based segmentation.
Daily: Breaks down the data by day. Use this if you're analyzing trends or performance over a range of days.
Hourly: Breaks down the data by hour. Use this if you need to track performance throughout the day.
For more information, see Run, filter, and export Rollup reports.
Understand report results
Your report results display in a table based on the filters you set. By default, the Agent Performance report includes the following columns:
User Details
User: The individual agent username whose performance is being measured.
Roles: The roles assigned to the agent whose performance is being measured.
Call Details
Total Calls: The total number of calls where the selected agent was a participant. Any call that includes the agent in the participant list is counted. All other agent-level KPIs are subsets of this total.
Queue Calls: The total number of inbound queue calls answered by the selected agent. It includes inbound calls that are not marked as internal and not identified as Direct Dial (DID).
Total Inbound Calls: The total number of inbound calls associated with the selected tenant. It excludes internal calls.
Calculation: [Count of Inbound Calls] - [Internal Calls]
Total Outbound Calls: The total number of outbound calls associated with the selected tenant. It excludes internal calls.
Calculation: [Count of Outbound Calls] - [Internal Calls]
Single-Agent Inbound Calls: The total number of inbound calls handled by the selected agent without any transfers or additional participants. The call must include only one participant and must not be marked as internal or Direct Dial (DID).
Single-Agent Outbound Calls: The total number of outbound calls handled by the selected agent without any transfers or additional participants. The call must include only one participant and must not be marked as internal or Direct Dial (DID).
Single-Agent Calls: The total number of calls handled by the selected agent without any additional participants.
Total Internal Calls: The total number of internal calls answered by the selected agent. Only internal calls that were handled and not classified as abandoned are included.
Calculation: [Count of Calls Classified as Internal with Participant = Selected Agent and Classification ≠ Abandoned]
Total Direct Line Calls: The total number of Direct Dial (DID) calls that include the selected agent as a participant.
Calculation: [Count of Calls with DID Classification and Participant = Selected Agent]
Transfer Details
Total Transfer Calls: The total number of calls within the selected tenant that include two or more agents (human or voice agent). Internal calls are excluded.
Calculation: [Count of Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Total Virtual Agent Transfers Calls: The total number of transfer calls within the selected tenant that include at least one voice agent (VA). Internal calls are excluded.
Total Transfer In Calls: The number of calls that were transferred to the selected agent from another human agent. To qualify, the selected agent must not be the first participant on the call, indicating the call was received as a transfer. Calls that include a voice agent as a participant are excluded. This KPI reflects transfers received by the agent.
Calculation: [Count of Calls Where Participant = Selected Agent and Participant Order ≠ First and No Virtual Assistant Participants]
Total Transfer Out Calls: The number of calls the selected agent transferred to another human agent. To qualify, the selected agent must not be the last participant on the call, indicating the call was handed off to someone else. Calls that include a voice agent as a participant are excluded. This KPI reflects transfers initiated by the agent.
Calculation: [Count of Calls Where Participant = Selected Agent and Participant Order ≠ Last and No Virtual Assistant Participants]
Inbound Transferred Calls: The total number of inbound calls within the selected tenant that involve two or more participants. A qualifying call includes at least two participants (human or voice agent). Internal calls are excluded.
Calculation: [Count of Inbound Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Outbound Transferred Calls: The total number of outbound calls for the selected agent that involve two or more participants. A qualifying call includes at least two participants (human or voice agent). Internal calls are excluded.
Calculation: [Count of Outbound Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Transfer Rate: The proportion of calls associated with the selected agent that involved a transfer. A transfer call is defined as a call that includes two or more participants and includes the selected agent. The final value is expressed as a percentage.
Calculation: [Total Transfer Calls] / [Total Calls] × 100
Transfer In Rate: The proportion of the selected agent's total calls that were transferred to them from another agent. A qualifying transfer-in call is one where the selected agent is not the first participant on the call, indicating the call was received as a transfer. The final value is expressed as a percentage.
Calculation: [Transfer-In Calls] / [Total Calls] × 100
Transfer Out Rate: The proportion of the selected agent's total calls that were transferred to another agent. A qualifying transfer-out call is one where the selected agent is not the last participant on the call, indicating the call was handed off. The final value is expressed as a percentage.
Calculation: [Transfer-Out Calls] / [Total Calls] × 100
Agent Performance
Total Internal Talk Time: The average amount of time a caller remains on an inbound call that is ultimately classified as a True Abandoned Call. The result is displayed in HH:MM:SS format.
Calculation: [Total Duration of True Abandoned Calls] / [True Abandoned Calls]
Average Talk Time: The average amount of time agents spend speaking with customers on inbound calls. It measures the duration from when the agent answers the call until the call is disconnected. This KPI only includes inbound calls handled by a single human agent. The result is displayed in HH:MM:SS format.
Calculation: [Total Talk Time] / [Number of Calls]
Average Handle Time: The average time a single human agent spends handling a completed inbound call, including talk time and wrap-up time, measured from answer to completion. The result is displayed in HH:MM:SS format.
Calculation: [Total Handle Time] / [Number of Completed Single Agent Inbound Calls]
Average Response Time: The average time it takes for a call coming into a workflow and the first agent answering it, including any greetings or Automated Response Menu (IVR) times. The result is displayed in HH:MM:SS format.
Average After Call Work Time: The average amount of time an agent spends completing wrap-up tasks after an inbound call ends. This includes time spent closing and classifying the call. This KPI only includes completed inbound calls handled by a single human agent. The result is displayed in HH:MM:SS format.
Calculation: [Total Wrap-Up Time] / [Number of Completed Single Human Agent Inbound Calls]
Average Acceptance Time: The average time between when an interaction is offered to an agent and when that same agent accepts or answers it.
Agent Status Stats
Available Time: Total duration an agent spends in the Available status. This is when an agent is logged in and ready to receive calls routed from their assigned queues.
Unavailable Time: Measures the time an agent is in the Unavailable status, either set manually or triggered automatically to prevent queue calls.
Offline Time: Tracks when an agent is logged out or marked as Offline, indicating they are not working or available for calls.
Break Time: The time spent in the Break status, typically for short, scheduled breaks during a shift.
Away Time: The duration an agent is marked as Away from Desk, meaning they are temporarily unavailable but still logged in.
Wrapup Time: Includes time in both automatic Wrap Up and manual Extended Wrap Up statuses after completing a task or call.
Total Status Time: The sum of all tracked statuses within the reporting period, representing the agent's total logged-in activity.
