Agent Summary
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Displays a summary of agent stats.
For report options (e.g., filtering), See Report Options
The report footer displays totals for the columns.
Hover over a user's avatar to view more information about the user, change their agent status, and access links to Agent Summary, Agent Details, and Agent Timeline.
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Button that displays actions that can be performed on that record.
Agent
Name of Agent.
Total Inbound Interactions
Total amount of all inbound interactions.
Inbound Queue Interactions
Total amount of queue interactions.
Inbound Direct Interactions
Total amount of non queue interactions (direct calls or meetings).
Total Outbound Interactions
Total amount of outbound interactions.
Outbound Queue Interactions
Total amount of outbound queue interactions.
Outbound Direct Interactions
Total amount of outbound interactions.
Total Accepted Interactions
Total amount of queue interactions the agent has accepted.
Total Missed Alerts
Total amount of alerts from queue calls the agent has missed. There may be
multiple missed alerts per interaction.
Total Missed Interactions
Total amount of interactions the agent has missed.
Total Rejected Alerts
Total amount of alerts the agent has rejected using the reject button. There may be multiple rejected alerts per interaction.
Total Rejected Interactions
Total amount of interactions the agent has rejected.
Average Handle Time
Average amount of time the agent and caller were connected.
Average Queue Handle Time
Average amount of time the agent and caller were connected on queue interactions
Average Direct Handle Time
Average amount of time the agent and caller were connected on direct interactions
Total Handle Time
Total amount of time the agent was connected to a contact.
Average Wrapup Time
Average amount of time the agent has spent in wrapup.
Total Wrapup Time
Total amount of time the agent has spent in wrapup
Total Queue Handle Time
Total amount of time the agent was connected to a contact on queue interactions.
Total Direct Handle Time
Total amount of time the agent was connected to a contact on direct interactions.
Average Sentiment
Average sentiment for the agent.
Total Time Agent Can Receive Calls
Total time an agent is in an available agent status.
Total Time Agent Cannot Receive Calls
Total time an agent is in an unavailable agent status.
Times Set to RONA
Available, Off, Break, etc. agent status columns
Total time in each agent status
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