The Agent Statistics Report presents performance statistics of the agents for the current day, since midnight.
The report includes a table that display the following information:
|
Field |
Description |
|---|---|
|
Login ID of the agent. |
|
|
Calls Offered |
Calls sent to the agent, regardless of whether the agent picks up the call. |
|
Calls Handled |
Calls connected to the agent. |
|
Talk Time—Avg |
Average time the agent spent in Talking state. Average talk time = Total time in Talking state / Calls handled |
|
Talk Time—Max |
Longest time the agent spent in Talking state. |
|
Talk Time—Total |
Total time the agent spent in Talking state. |
|
Hold Time—Avg |
Average time the agent put the calls on hold. Average hold time = Total time the calls were on hold / Calls handled |
|
Hold Time—Max |
Longest time the agent put a call on hold. |
|
Hold Time—Total |
Total time the agent put the calls on hold. |
|
Ready—Avg |
Average time the agent spent in Ready state. Average ready time = Total time the agent spent in Ready state / Number of times the agent moved to Ready state |
|
Ready—Max |
Longest time the agent spent in Ready state. |
|
Ready—Total |
Total time the agent spent in Ready state. |
|
Not Ready—Avg |
Average time the agent spent in Not Ready state. Average not ready time = Total time the agent spent in Not Ready state / Number of times the agent moved to Not Ready state |
|
Not Ready—Max |
Longest time the agent spent in Not Ready state. |
|
Not Ready—Total |
Total time the agent spent in Not Ready state. |
|
After Call Work—Avg |
Average time the agent spent in Work state. Average work time = Total time in Work state / Calls completed |
|
After Call Work—Max |
Longest time the agent spent in Work state. |
|
After Call Work—Total |
Total time the agent spent in Work state. |