Agent Toolbar Reporting

Agent Toolbar can display statistics about your current session. These provide you with a report that tells you how well you're handling calls. The report is in real time: it gives you information about your current session only.

You can add the following statistics to the Agent Toolbar:

The Handle Time report, which tracks the time you spend interacting with a customer on a call, displays the following statistics for your session:

Statistic Description
Total The time for all calls you’ve taken during the session.
Minimum The shortest length of time you interacted with a caller.
Maximum The longest time you've interacted with a caller.
Average The average length of time you interacted with a caller.

The Interactions report, which tracks the time from when an interaction starts to when it ends, displays the following statistics for your session:

Statistic Description
Total The time for all interactions that occurred during the session.
Minimum The shortest length of time you interacted with a caller.
Maximum The longest time you interacted with a caller.
Average The average length of time you interacted with a caller.

The Calls report tracks and displays the total number of calls you took part in.

The Agents report, which tracks agent activity, displays the following statistics for your session:

Statistic Description
Online The number of agents who are currently logged in.
Available The number of agents who can accept work.
Away The number of agents who are online but not available to accept work because, for example, they are on a break or in training.
Busy The number of agents who are currently on a call.

The Time to Answer report, which tracks the amount of time it takes for an agent to answer a call, displays the following statistics for your session:

Statistic Description
Minimum The shortest amount of time it took you to answer a call.
Maximum The longest amount of time it took you to answer a call.
Average The average length of time it took you to answer a call.

The Wrap Up report, which tracks the amount of time you spend in wrap up mode (where you complete post-call task like ...), displays the following statistics for your session:

Statistic Description
Total The total amount of time you spent in wrap up during the session.
Minimum The shortest amount of time you spent in wrap up during the session.
Maximum The longest time amount of time you spent in wrap up during the session.
Average The average length of time amount of time you spent in wrap up during the session.

The Hold report, which tracks how long callers have been put on hold, displays the following statistics for your session:

Statistic Description
Total The time for all calls you’ve put on hold during the session.
Minimum The shortest length of time callers were on hold during the session.
Maximum The longest time callers were on hold during the session.
Average

The average length of time callers were on hold during the session.

The Customer Satisfaction (CSAT) report, which tracks satisfaction scores related to your interactions with callers, displays the following statistics for your session:

Statistic Description
Minimum Your lowest customer satisfaction score for the session.
Maximum Your highest customer satisfaction score for the session.
Average Your average customer satisfaction score for the session.