This section displays the performance report of agents at a specified period of time.
The report consists of details like
- Username
- Total Calls Attended- number of calls attended during the time
- Total Duration Calls- the sum of the calls attended in the specified duration
- Avg. Call Duration
- Avg. Wrap-Up Time
- Avg. Hold Time
- Avg. Mute Time
- Total Login Session- the sum of the times the agent logged in
- No. of Reconnects- count of times the agent attempted to reconnect- Avg. Reconnect Duration
Total long breaks- count of long breaks taken by the agent in the specified
time period - Total short breaks- count of short breaks taken by the agent in that time
period
The admin can view a detailed report for a particular agent by selecting the “view
report” option in the table. This option redirects the admin to a page with the
detailed report of the specific agent. These reports can be customized and
downloaded in CSV and Excel Format as per need.
