Blended Agent Activity
The Blended Agent Activity report shows where an agent has spent their time in Contact Hub.
Details included are:
- Preview Time
- Talk Time
- Wrap
- Extended Wrap
- Wait Time
- Pause Time
Intended Use
Provide a high level overview of where an agent is spending their time and allows you to do a quick comparision from one agent to another.
Areas to look out for are excessive periods spent in Preview or Extended Wrap. If either of these values are significantly above the norm for other staff will suggest that further investigation is required.
It is worth remembering that some types of calls do require longer Preview and Extended Wrap periods.