Agent Performance Detail

This is a combination of Agent Time Detail and Agent Status Detail.
(Statistics related to handling of calls only. What this means is that the top section will only include time involving a phone call. If an agent clicks to go active, then pauses, then goes active again without taking a call, that time will not be included in the top section of this report.)

CALLS = Total number of calls sent to the user.
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO).
PAUSE = Amount of time being paused in related to call handling.
AVG means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (PAUSE / CALLS = PAUSAVG)
WAIT = Time the agent waits for a call.
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
DEAD = Time the agent is in a call after the customer has hung up.
CUSTOMER = Time the agent is in a live call with a customer.
And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to Admin -> System Statuses.
- Next table is Pause Codes.
LOGIN TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE).
NONPAUSE = Everything except pause (WAIT + TALK + DISPO).
PAUSE = Only Pause.
- The last table is pause codes and their time (like Agent Time Detail).
LOGIN = The pause code when going from login directly to pause.
LAGGED = The time the agent had some network problem or similar.
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
and empty is undefined pause code.