This report provides an overview of how individual agents are performing based on the type of calls they handle in the contact center.
It helps managers to understand which agents excel in handling certain types of calls and which agents may need additional training or support to handle these calls more effectively.
This report gives the Call Metrics (click here for more info) of the agents based on the call type. This helps understand the types of communication the agent has been handling and to analyze if any changes are needed to agent modes for a particular agent.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago