...
This report displays summary data on what time an agent spent on various queue related activities such as Talk Time, Wait Time and Wrap Time.
Reports across all queues that the agent took calls from.
Intended Use
To understand how an agent is spending their time when assigned to talking calls from a queue.
Wrap Time should be carefully considered as excessive wrap time can suggest that an agent is being inefficient.
Columns displayed
Agent
interval
Logged In Time
Queue Talk Time
Queue Calls
Other Talk Time
Other Calls
Wait Time
Pause Time
Wrap Time
Paused
Blender
End of Period