6.2 Viewing Agent Performance Statistics

The Agent Performance view allows supervisors to display performance-related agent metrics. 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, and other related metrics 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.

For instructions on opening the Agent Performance view see Section 6.1.1 Open a View. 

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Publication Number: P-03208