Inbound agent report

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Inbound agent report

Shows statistics per agent on how they’ve managed inbound calls.

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Category:

Description

Agent name
Offered – calls offered in queue
Answered – answered calls from all offered calls
Lost contacts – calls that were offered and hung up by customer
Answer % – answered calls ratio to all offered calls
AHT – average handling time
Total ACW – total of after contact time
Max HT – maximum handling time
Min HT – minimum handling time
Transfered % – ratio of transferred calls in queue to all offered calls