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.