OverviewIntraday Agent
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Intra Day Agent
This Report gives an overview of an agents activities broken down by queue and then 15 minute blocks for the day.
Activities included are Handling Time, Logged In Time, Call volumes and Pause times.
Intended UseIntraday Agent
This report is useful to gauge the amount of calls agents are handling as well a time spent on calls vs pause and login times.
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The report filters allow you to control the set of data returned by the report:
StartAgent Occupancy Report
Set the date that the report should be run for.
Columns
Agent
Queue
Interval
Calls
Talk Time Total
Talk Time Avg.
Wrap up time
Handling time
Pause time
Logged in time