User manual

22 MaxSupervisor Manual
In Talk Time is defined as: Sum of talk duration of incoming answered
workgroup calls. Talk duration lasts from the time an agent answers the call
until the time the call is disconnected, parked or transferred. (Hold time is
not included in talk time.)
Outbound Talk Time is defined as: Sum of talk duration of connected
outbound workgroup calls. Talk duration lasts from the time the call is
connected until the time the call is disconnected, parked or transferred.
(Hold time is not included in talk time.)
Viewing Agent Statistics
The Agent Statistics tab displays performance statistics for the individual
agents of the workgroup selected in the Workgroup View tab, including the
number of calls answered, the average talk time (average amount of time
spent on the phone per call), and the average time spent in wrap up.
The table also displays the login and logout times.
You can sort the agents in ascending or descending order by type of
statistic. To do so, click a statistics category on the left. The agents get
rearranged according to your selection. For example, if you click “Total WG
In Calls Answered”, you would see something like the following:
In the figure, notice that the chosen category displays a descending arrow.
The first agent displayed here answered the most calls, and the last agent
displayed answered the least. If you click the category again, the arrow and
the sort order becomes ascending, from least to most.