'Agent Performance' Report
'Agent Performance' report provides agent call details to help you measure agent performance. This topic describes the report details, and shows you a report example.
Report details
The following table lists the related parameters for Agent Performance report.
| Parameter | Description |
|---|---|
| Total Rings | The total number of calls that rang the agent. |
| Answered | The total number of calls that agent answered. |
| Missed | The total number of calls that agent missed. |
| Average Waiting Time | The average amount of time that it takes for an incoming call to be distributed to the agent. |
| Max Waiting Time | The longest time a caller waited in the queue before the agent answered the call. |
| Average Talking Time |
The average amount of time that the agent talks to callers. |
| Total Talking Time |
The total amount of time that the agent talks to callers. |
| Missed Rate |
The percentage of missed calls in relation to the total received calls. |
Report example
The following report shows the call summary of all agents in Queue 6400 on 2023/06/19.
