Technical References

Productivity Reports
June 15, 2012 9
■ Average Hold Time
■ Calls Per Hour
Agent Period Results
The Agent Period Results report displays performance statistics for selected agents
over a selected date range, by day, week, or month. Statistics are reported only for
time periods during which the agent was logged in.
To display the report, you must select:
■ Start date
■ End date
■ Team or CSQ
■ Agents
■ Interval
You can also select which fields to display, except for Agent and Date, which are
required.
The following are the fields that appear in the report. You can customize the order in
which the fields appear.
■ Agent
■ Date
■ Total Login Time
■ Total In Service Time
■ Total Not Ready Time
■ Calls Handled
■ Average Talk Time
■ Average Work Time
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Username
■ Conformity Percent
■ Average Handle Time
■ Average Ready Time
■ Average Hold Time