Want a detailed report on each agent's individual performance? The Insights tab is your best friend here. Go to the 'Agents' tab in it and see agent-wise performance on the following parameters:



  1. Agent Name
  2. Total Login Time
  3. Total Available Time
  4. Total On-call duration
  5. Total Break time
  6. Total calls offered (Calls that landed on the agent's number)
  7. Total answered calls
  8. Total missed calls
  9. Average answer time (how long was the customer on wait after call was patched to the agent)
  10. Average talk time

This data can be filtered based on date range.