# Per-Agent Per-Queue

<div class="page-metadata" id="bkmrk-"></div><div class="wiki-content" id="bkmrk--1"><div class="contentLayout2"><div class="columnLayout single" data-layout="single"><div class="cell normal" data-type="normal"><div class="innerCell">  
</div></div></div><div class="columnLayout two-equal" data-layout="two-equal"><div class="cell normal" data-type="normal"><div class="innerCell"><div class="table-wrap"><table class="confluenceTable tablesorter tablesorter-default" role="grid"><colgroup><col></col><col></col></colgroup><thead aria-label="Use column header buttons to sort"><tr class="tablesorter-headerRow" role="row"></tr></thead></table>

</div></div></div></div></div></div><div class="cell normal" data-type="normal" id="bkmrk-field-description-ag"><div class="innerCell"><div class="table-wrap"><table class="confluenceTable tablesorter tablesorter-default" role="grid"><tbody><tr><td>**Field**  
</td><td>**Description**

</td></tr><tr role="row"><td class="confluenceTd">Agent Name</td><td class="confluenceTd">Name of the agent

</td></tr><tr role="row"><td class="confluenceTd">Date</td><td class="confluenceTd">The date within the date range selected

</td></tr><tr role="row"><td class="confluenceTd">Logged In</td><td class="confluenceTd">Total time agent has been logged in for the particular queue

</td></tr><tr role="row"><td class="confluenceTd">Queue</td><td class="confluenceTd">Queue name the agent is logged into

</td></tr><tr role="row"><td class="confluenceTd">Tot Calls</td><td class="confluenceTd">\# of calls the agent answered for the particular queue

</td></tr><tr role="row"><td class="confluenceTd">Avg Talk</td><td class="confluenceTd">Average talk time per call for the particular queue calls

</td></tr><tr role="row"><td class="confluenceTd">Tot Talk</td><td class="confluenceTd">Total talk time across all calls for the particular queue calls

</td></tr><tr role="row"><td class="confluenceTd">Answer Speed</td><td class="confluenceTd">Average ring time per particular queue call

</td></tr></tbody></table>

</div></div></div><div class="cell normal" data-type="normal" id="bkmrk--2"><div class="innerCell"><div class="table-wrap"><table class="confluenceTable tablesorter tablesorter-default" role="grid"><colgroup><col></col><col></col></colgroup><thead aria-label="Use column header buttons to sort"><tr class="tablesorter-headerRow" role="row"></tr></thead></table>

</div></div></div><div class="wiki-content" id="bkmrk-field-description-lo"><div class="contentLayout2"><div class="columnLayout two-equal" data-layout="two-equal"><div class="cell normal" data-type="normal"><div class="innerCell"><div class="table-wrap"><table class="confluenceTable tablesorter tablesorter-default" role="grid" style="width: 62.3457%; height: 378px;"><tbody><tr><td style="width: 20.3465%;">**Field**  
</td><td style="width: 79.5281%;">**Description**

</td></tr><tr role="row" style="height: 51.8px;"><td class="confluenceTd" style="width: 20.3465%; height: 51.8px;">Longest Wait</td><td class="confluenceTd" style="width: 79.5281%; height: 51.8px;">Max time a caller waited before getting picked up for queue

</td></tr><tr role="row" style="height: 35.4px;"><td class="confluenceTd" style="width: 20.3465%; height: 35.4px;">Tot Hold</td><td class="confluenceTd" style="width: 79.5281%; height: 35.4px;">Total hold time callers are on hold for the particular queue

</td></tr><tr role="row" style="height: 35.4px;"><td class="confluenceTd" style="width: 20.3465%; height: 35.4px;">Avg Hold</td><td class="confluenceTd" style="width: 79.5281%; height: 35.4px;">Average hold time per call for the particular queue

</td></tr><tr role="row" style="height: 57.8px;"><td class="confluenceTd" style="width: 20.3465%; height: 57.8px;">Tot Pause</td><td class="confluenceTd" style="width: 79.5281%; height: 57.8px;">Total pause time for the agent for the particular queue

Note that the grand total for the agent is multi-counted

</td></tr><tr role="row" style="height: 35.4px;"><td class="confluenceTd" style="width: 20.3465%; height: 35.4px;">Avg Pause</td><td class="confluenceTd" style="width: 79.5281%; height: 35.4px;">Average pause time for the agent for the particular queue

</td></tr><tr role="row" style="height: 57.8px;"><td class="confluenceTd" style="width: 20.3465%; height: 57.8px;">Pauses</td><td class="confluenceTd" style="width: 79.5281%; height: 57.8px;">\# of pauses for the agent for the particular queue

Note that the grand total for the agent is multi-counted

</td></tr><tr role="row" style="height: 46.6px;"><td class="confluenceTd" style="width: 20.3465%; height: 46.6px;">Missed Rings</td><td class="confluenceTd" style="width: 79.5281%; height: 46.6px;">\# of calls that rang the agent who didn't pick up

</td></tr><tr role="row" style="height: 57.8px;"><td class="confluenceTd" style="width: 20.3465%; height: 57.8px;">Xfer Calls</td><td class="confluenceTd" style="width: 79.5281%; height: 57.8px;">\# of calls agent received that were transferred to the queue

</td></tr></tbody></table>

</div></div></div></div></div></div><div id="bkmrk--3"><div class="no-print" id="bkmrk--4"></div><div class="pageSection group" id="bkmrk--5"><div class="labels-section-content content-column" entityid="8029985" entitytype="page"><div class="labels-content">  
</div></div></div></div>