Use this section to get a closer insight into the performance of individual agents.
These are the available filters in the Agent Performance section:
Filtering the dashboard by ‘Team’ will show the agents currently in that team along with an aggregate summary of their data.
⚠️ This section is not filterable by Cordless phone numbers.
| Metric | Description | Calculation |
|---|---|---|
| Average Talk Time (ATT) mins/seconds | This is the average talk time of all inbound answered calls, transferred and outbound connected that were handled by the agent. |
Shows Inbound/Outbound split | Total time spent talking on calls / Total number of handled calls | | Transfers | The number of times calls have been transferred | SUM of cold and warm transfers | | Missed rings* | The number of times an agent was part of a ring queue and did not pick up within 20 seconds (until the ring timed out). | SUM of missed rings | | Rejected rings* | The number of times an agent was part of a ring queue and actively rejected the ring by clicking 'reject'. | SUM of rejected rings | | Handled Calls | A total number of inbound and outbound calls handled by the agent. Includes any transferred calls. Excludes outbound calls that were not connected.
Shows Inbound/Outbound split | SUM of calls, where call type = answered inbound + answered outbound + in/outbound transferred |
*Missed/Rejected rings (also known as missed/rejected ring attempts) differ from missed/rejected calls. A 'call' is a customer contacting the call center, while a 'ring' is the alert an agent receives. One call can have multiple rings.
For example, a call rang agent X, who wasn't able to answer and rejected it. The call then proceeded to ring another available agent, Y, who eventually picked up. In this scenario, the call was not missed in the context of your call centre; in the context of agent performance, it was handled by agent Y, while agent X rejected the ring.
When a certain data range is selected, we compare the data to the same length period just before and show the old period data in general stats cards with an arrow, indicating increase/decrease