Team Name |
Name of the team |
|
|
Agent Name |
Name of the agent |
Resource Name |
|
Calls Presented |
Count of calls presented to agent |
Calls Presented |
|
Calls Answered |
Count of calls handled by agent |
Calls Answered |
|
Ring No Answer (RNA) |
Count of all calls presented to agent but was not answered and sent back to the queue |
RNA |
|
Calls Abandoned |
Count of all calls abandoned in queue |
Calls Abandoned |
|
Answered Rate |
Percentage of calls answered |
(Calls Answered / Calls Presented) * 100 |
|
Abandoned Rate |
Percentage of calls abandoned |
(Calls Abandoned / Calls Presented) * 100 |
|
Calls Transferred |
Count of all calls transferred to another agent |
Calls Transferred |
|
Transfer Rate |
Percentage of calls transferred |
(Calls Transferred / Calls Presented) *100 |
|
Hold Calls |
Count of calls put on hold by agent |
Calls on Hold |
|
Hold Rate |
Percentage of calls put on hold |
(Calls on Hold / Calls Presented) *100 |
|
Avg Hold Time |
Average time of calls put on hold by agent |
Avg Hold Time |
hh:mm:ss |
Avg Talk Time |
Average time agent spent in talking with customer |
Avg Talk Time |
hh:mm:ss |
Avg work Time |
Average time agent spend in wrapping up the call |
Avg Work Time |
hh:mm:ss |
Avg Handle Time |
Average time agent spent in handling the call |
Avg Handle Time |
hh:mm:ss |