This report tracks the amount of time an individual agent spends in each mode (e.g. available, on a call, after-call work, etc.) in a contact center.
It provides information on how an agent is utilizing their time and helps identify areas for improvement. (Click here for Agent State).
Supervisors in the contact centers will find this report useful it provides insight into an agent's efficiency, effectiveness, and overall proficiency in handling customer inquiries.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago