Summary Report
The APS Summary report displays the number of customers that you handle and the average time that you take to wrap up customer conversations. You can select the time period for which you want to view the data from the Channel Type and Duration drop-down.
Note | All the values that you see are for the duration and the channels that you select. |
| Parameter |
Description |
|---|---|
|
Total Handled - Teams |
The total number of customer interactions that the team handles. |
|
Average Handled Time - Teams |
The average time that the team takes to handle a customer interaction. |
|
Average Wrapup Time - Teams |
The average time that the team takes to wrap up a customer interaction. |
|
Total Handled - Me |
The total number of customer interactions that an agent handles. |
|
Average Handle Time - Me |
The average time that an agent takes to handle a customer interaction. |
|
Average Wrapup Time - Me |
The average time that an agent takes to wrap up a customer interaction. |