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Reporting Suggestion

A report that would be valuable in terms of tracking agent/team performance would include:

Agents on the vertical axis

The following information on the horizontal axis:

Total Calls Received, Total Talk Time, Total time logged into queue, Total time in pause state, total time in wrap-up state, Average Call Talk Time, # Calls RefusedĀ 

Ideally the report could be run over any selected period of time and this could actually be a good dashboard that could be made visible to agents through their portal as well (maybe only having total calls, total talk time and average call time).

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