Agent Statistics

This table shows a break-out of each agent and their overall stats for the time frame you have selected (up to 7 days).

Time Since Last Completed Call: the amount of time that has elapsed since the agent completed their last customer interaction.
Offered: total number of calls/media that were offered to the agent, regardless of whether they were accepted or declined.
Completed: total number of calls that were successfully answered and completed
Declines: total number of calls that were declined or ignored when offered to the agent
Average Talk Time: the average amount of time agents spent handling each call.
Total Talk Time: the total amount of time the agent spent across all calls.