On this report we can see the information about the agent’s availability, as well as the different task times.
On the following table, we can see how many agents were tending calls on the selected time range, as well as the average duration of all of the calls by agent.
Up next, we show a table with the information about the time usage for each of the agents. The information you will see is the following.
- Agent, agent’s name and number.
- Incoming Call Holdtime, total hold time.
- Incoming Call Talktime, total talk time.
- On Pause, total pause time.
- Outgoing Call Holdtime, total hold time (or total ring time) on outgoing calls.
- Outgoing Call Talktime, total conversation time for outgoing calls.
- Productivity, the time percentage that the agent was in conversation with respect to the time in session.
- Idle Time, total agent session time without the total pause time and time for incoming calls.
- Time, total time that the agent was logged in to the system. Session Time.
- Time %, time percentage that the agent was registered with respect to the other selected agents.
