Agent Stats - Historic Report

This report displays the historical statistics of an agent. You can select the time period for which you want to view the data from the Interval and Duration drop-down. 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
Interval	The time interval for the report.
Channel Type	The mode of customer interaction, such as voice, email, or chat.
Initial Log In Time	The login date and time of the agent.
Final 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.