Agent Statistics

By clicking on the Queue Monitoring icon, in the statistics interface menu for the representative you can see the data of the waiting circles to which the employee is associated in real time. For example, you can see how many customers are waiting in circles, how many responded and how many abandoned while waiting.

Agent Statistics 2

Below is an explanation for each part of the representative statistics dashboard:

Description	Subject
The total of incoming and outgoing calls	Total calls
The average duration of the calls done by the agent	Avg. call duration
Duration of the total calls the agent has done	Total call duration
Duration of the agents shift from the time that they login until the time they log out	Shift duration
Duration of the agents shift during statuses that are included as work status	Work duration
Duration of the agents shift while in status lunch break	Personal break duration
Total incoming calls that are answered	Answered incoming calls
Total outgoing calls that answered	Answered outgoing calls
When answering a call from the same number more than once	Unique answered calls
Shows the duration of each status	Status duration
Shows the time of every status change and the status it was changed to	Status log