Team Stats - Realtime Report
This report displays the statistics for all the teams in the organization of an agent in real time. You can see the summary of the report at the end of the table.
The report displays the following details:
|
Parameter |
Description |
|---|---|
|
Team Name |
The name of the team. |
|
Agent Name |
The name of the agent. |
|
Current State |
The status of the agent. |
|
# Contacts Handled |
The total number of customer interactions that the agent handles in the report interval. |
|
Average Handle Time |
The average time that the agent takes to handle a customer request. The average time includes the connected and wrap-up time. |
|
Average Wrapup Time |
The average time the agent takes to wrap up a customer interaction. |