Queue Agent Activities Report

This report provides a high level breakdown as to where an agent is spending their time. The breakdowns are:

• Available
• On Call
• Wrap
• Extended Wrap
• Paused
• Total

The report shows the Agent's total time spent in each of the above activities as well as the total time they were 'Started' on a queue.

Intended Use

Allows you to quickly check how much time agents are spending in key areas such as wrap, extended wrap and paused. Pay attention to the Extended Wrap time as agents will often 'loiter' in Extended Wrap to avoid taking more calls. The Pause time is also important and should be checked against the amount of time agents have for allocated breaks.

Filters

Date Range

You can set a Date range that you want to view details for by selecting a Start and End date.

Interval

You can also select an 'Interval'  which controls the level of detail you see. For example if you select an Interval of 'Day' then there will be one line per day for each Queue Route combination. If you selected 'Quarter Hour' then there will be one line per 15 minute interval for each Queue Route combination.

Queue

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.