3.2.1 My Performance
The My Performance view displays several metrics. Click the plus button on the right side of the view to add or remove metrics.
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| Metric | Description | Live Update |
| Answer | A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction. | Yes |
|
Handle |
The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction. | Yes |
| Avg Handle |
The average amount of time agents spent handling interactions. Calculated: Includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. |
Yes |
| Avg Talk |
The average number of seconds spent interacting on a media type. Calculated: Total Talk Time / Count of Interactions with Talk Time |
Yes |
| Avg Hold |
The average number of seconds that interactions were placed on hold. Calculated: Total Hold Time / Count of Interactions |
Yes |
| Avg ACW |
The average amount of time agents spent completing after-call work. Calculated: Total ACW / Interactions with ACW |
Yes |
| Hold | The number of interactions with holds. | Yes |
| Transfer |
A measurement of the number of interactions an agent answered in one queue and then then transferred. A transfer counts for the queue in which an agent answers the interaction. Calculated: Number of interactions blind transferred or consult transferred |
Yes |
This page last updated in Release Number: 24-01
Release Date:12/18/2024
Effective Date: 12/18//2024