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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 Use
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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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