Current: 12/1/24
Sample
| Agent | Summary: | ||||||||||||
| Period | 10/27/24 - 11/02/24 | ||||||||||||
| Strengths: | Opportunities For Improvement: | ||||||||||||
| Average handle time | |||||||||||||
| Call Quality | |||||||||||||
| Schedule Adherence | |||||||||||||
| CALL HANDLING | CALL HANDLING GOALS | ||||||||||||
| AGENT | Calls Handled | Averag Talk Time | Average Hold Time | Average ACW Time | Average Transfer | Total Average Handle Time | Talk Time Goal - Less Than | Hold Time Goal - Less Than | ACW Goal - Less Than | Transfer Time Goal - Less Than | Total Average Handle Time Goal - Less Than | ||
| 0 | 304 | 0:02:09 | 0:00:00 | 0:00:06 | 0:00:01 | 0:02:16 | 0:02:25 | 0:00:03 | 0:00:10 | 0:00:10 | 0:02:48 | ||
| QUALITY | SCHEDULE ADHERENCE | ||||||||||||
| Call Quality Goal - Greater Than | Call Quality Score | Schedule Adherence Goal - Greater Than | Schedule Adherence % | ||||||||||
| 85.00% | 95.00% | 98% | 99.00% | ||||||||||
| OVERALL PERFORMANCE | |||||||||||||
| Talk Time % Goal | Hold Time % Goal | ACW % Goal | Transfer Time % Goal | Total Handle Time Time % Goal | Call Quality % Goal | Schedule Adherence % Goal | |||||||
| 88.97% | 0.00% | 60.00% | 10.00% | 80.95% | 111.76% | 101.02% | |||||||