Agent Activity Report

Agent Activity

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