...
This report displays summary details for the calls taken by an agents agent through a queue. The report is in two sections, total call details for all queues and a graph that plots the volumes on a no. of key metrics.
Intended Use
Provides a high level over view overview where an agent is spending their time across all selected queues.
...
You can select one or more queues to report on. To select multiple Queues hold the control key down when you click on a queue name. You can deselect a Queue by clicking on it again. Clicking a Queue name without holding down the Control key will deselect all queues except for the one you click on.
Agent
You can select one or more agents to report on. To select multiple Agents hold the control key down when you click on a Agent name. You can deselect an Agent by clicking on it again. Clicking an Agent name without holding down the Control key will deselect all Agents except for the one you click on.
Columns
Interval
Agent
Calls Total
Calls %
Talk Time Total
Talk Time Avg.
Talk Time Max
Wrap up time Total
Wrap up time Total
Wrap up time Avg.
Wrap up time Max
Handling time Total
Handling time Avg.
Handling time Max
Pause
Idle Time
Logged in time
Outbound Calls
Outbound Call Duration