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A Management Information report showing a summary of agent activity for each each agent.
Agent Analysis Panel
A list of agents showing the utilisation and contacts handled.
| • | User Name - the name of the user; |
| • | Logged on time - the total time that the agent has been logged on; |
| • | Utilisation - a bar chart showing the percentage of time that the agent has spent in each agent state; |
| • | AHT - the average call handling time - this is the average of Not Ready + Busy + Wrap-up time; |
| • | Total Calls - the total number of calls that have been handled; |
| • | Connects - the total number of calls that were connected to the remote party; |
| • | Out - the total number of outbound calls; |
| • | In - the total number of inbound calls; |
| • | Out - the total number of outgoing emails; |
| • | In - the total number of inbound emails; |
| • | In - the total number of inbound chats; |
| • | Out - the total number of consultation calls that have been made; |
| • | In - the total number of consultation calls that have been received; |
| • | Transfer In - the total number of transfers that have been accepted. |