Agent Stats - Realtime Report
This report displays the statistics of an agent in real time. You can also view the report in a chart. You can see the summary of the report at the end of the Detailed Summary table. Click the Launch icon at the right side of the report or chart to view the report in Customer Journey Analyzer.
The Detailed Summary report displays the following details:
|
Parameter |
Description |
|---|---|
|
Agent Session ID |
A string to identify the login session of the agent. |
|
Channel Type |
The mode of customer interaction, such as voice, email, or chat. |
|
Log In Time |
The login date and time of the agent. |
|
Log Out Time |
The logout date and time of the agent. |
|
# Contacts Handled |
The total number of customer interactions that the agent handles in the report interval. |
|
Avg Handle Time |
The average time that the agent takes to handle a customer request. The average time includes the connected and wrap-up time. |
|
Avg Wrapup Time |
The average time the agent takes to wrap up a customer interaction. |