Per-Agent Per-Queue

Field 

 

 Description 

 

 

 

 Agent Name 

 

 Name of the agent 

 

 

 

 Date 

 

 The date within the date range selected 

 

 

 

 Logged In 

 

 Total time agent has been logged in for the particular queue 

 

 

 

 Queue 

 

 Queue name the agent is logged into 

 

 

 

 Tot Calls 

 

 # of calls the agent answered for the particular queue 

 

 

 

 Avg Talk 

 

 Average talk time per call for the particular queue calls 

 

 

 

 Tot Talk 

 

 Total talk time across all calls for the particular queue calls 

 

 

 

 Answer Speed 

 

 Average ring time per particular queue call 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 Field 

 

 Description 

 

 

 

 Longest Wait 

 

 Max time a caller waited before getting picked up for queue 

 

 

 

 Tot Hold 

 

 Total hold time callers are on hold for the particular queue 

 

 

 

 Avg Hold 

 

 Average hold time per call for the particular queue 

 

 

 

 Tot Pause 

 

 Total pause time for the agent for the particular queue 

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

 

 

 

 Avg Pause 

 

 Average pause time for the agent for the particular queue 

 

 

 

 Pauses 

 

 # of pauses for the agent for the particular queue 

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

 

 

 

 Missed Rings 

 

 # of calls that rang the agent who didn't pick up 

 

 

 

 Xfer Calls 

 

 # of calls agent received that were transferred to the queue