What are different available agent metrics?
Want a detailed report on each agent's individual performance? The Insights tab is your best friend here. Go to the 'Agents' tab in it and see agent-wise performance on the following parameters:
- Agent Name
- Total Login Time
- Total Available Time
- Total On-call duration
- Total Break time
- Total calls offered (Calls that landed on the agent's number)
- Total answered calls
- Total missed calls
- Average answer time (how long was the customer on wait after call was patched to the agent)
- Average talk time
This data can be filtered based on date range.
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