The Agent Report shows you how your agent’s are performing and makes it easy to compare and see who is excelling versus who may need additional training.
Here are the headers included in the Agent Report:
- Agent Name
- Calls Attended
- Total Work Time (call time + hold time + wrap time)
- Total Call Time
- Total Hold Time
- Total Wrap Time
- Average Work Time (this is a key metric to consider)
- Average Wrap Time
Then it shows each disposition selected by agent. You may also filter or export this report to CSV.