| **Field**
| **Description**
|
| Avg Talk Out | Average time agent is talking for outbound calls
|
| Tot Talk Out | Total time agent is talking on the phone for outbound calls
|
| Tot Calls | \# of total calls
|
| Tot Talk | Total time the agent is talking on all calls
|
| Avg Answer | Avg amount of time it takes an agent to pick up a ringing call
|
| Longest Wait | Max time a caller waited before getting picked up
Wait times for both inbound and outbound queue calls
|
| Tot Hold In | Total time agents put callers on hold for all queue calls
|
| Tot Pause | Total time agents put callers on hold for all queue calls
|
| Avg Pause | Avg time agents put callers on hold for all queue calls
|
| Pauses | \# of pauses
|
| Missed Rings | \# of calls that rang the agent who didn't pick up
Ex: call rings agent's phone, gives up, next agent answers
The first agent has a missed ring.
|
| Xfer Calls
| \# of calls the agent received that were transferred
|