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A Management Information report showing a summary of agent activity for each agent group.
Agent Group Analysis Panel
A list of agent groups showing the utilisation and contacts handled by the agents within each group.
| • | Agent Group - the name of the agent group; |
| • | Agents - the number of agents currently logged on; |
| • | Logged on time - the total time that the agents have been logged on; |
| • | Agent Group Utilisation - a bar chart showing the percentage of time that the agents have 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. |