6.1.1 Viewing Agent Performance Statistics
6.1.1.1 Default Agent Performace View
(Video instructions available: Viewing Agent Performance Statistics)
The Agent Performance view allows supervisors to display performance-related agent metrics. Select the help button in the bottom left corner of the window for help text specific to this view.
6.1.1.1 Default Agent Performance View
The default agent performance view displays all agents in your line of business for the selected time period. The information displayed includes the average number of calls handled, average talk and hold times, number of holds, etc. for all agents.The same information plus time in status and current status is displayed for each individual agent. For information about selecting agents, filtering, exporting, saving views, and downloading, See Section 6.1 Introduction to Performance.
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This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025