Agent performance
Provides detailed information about calling and answering calls of each agent, managing the assessment and overview of call volume and performance, assessing the work performance of personnel
Provides detailed information about calling and answering calls of each agent, managing the assessment and overview of call volume and performance, assessing the work performance of personnel
Agent: the name of the agent
Time: the time of the call
Group: agent group (multiple groups can be selected when searching)
Call type: including outgoing and incoming calls
Queue: inbound call queue (multiple queues can be selected when searching)
Hotline: hotline number (allows to select multiple hotline numbers when searching)
Export data: export data to computer. Data file is in the excel format
Agent: agent name
Average Answer Time (ATT): Average talk time of answered calls, including inbound and outbound calls. Calculated as total talk time divided by total calls
Total talk time: total talk time of answered calls, including duration of incoming and outgoing calls
Number of answers: the number of times the corresponding agent receives inbound calls
Number of times no answer: the number of times the agent did not accept inbound calls. Note that the number of times an agent does not answer calls may differ from the number of calls to that agent in the call history. For example, if a call from a customer is distributed to agent A for 15 seconds but agent A does not pick up and the call is forwarded to agent B. Agent B receives and talks to the customer, agent A will be counted as having not received a call once, while agent B will be counted as having answered a call
Number of successful outbound calls: the number of calls the agent called out and talked to the customer
