Productivity

Login Duration

It displays the duration of the login session in seconds.

Tethered Duration

It displays the duration, in seconds, that the agent spent on tethered calls.

Idle Duration

It displays the total time, in seconds, that the agent spent in the Idle state. For tethered calls, the time from being Connected to the next state is counted as idle, and for non-tethered, the time from being Available to the next state is considered as idle.

Reserved Duration

It displays the total duration, in seconds, that the agent spent in the Reserved state.

Talk Duration

It displays the total talk time of outbound call in seconds.

Talk Duration RPC

It displays the total talk time of Right Party Connect (RPC) calls in seconds.

Average Talk Duration RPC

It is the total RPC talk time divided by the number of RPC calls.

Average Talk Duration Non-RPC

It is the total talk time of Non-Right Party Connect (Non-RPC) calls divided by the number of Non-RPC calls.

Handle Duration RPC

It is the total time, in seconds, an agent spends handling Right Party Connect (RPC) calls, including after-call work (ACW).

Handle Duration Non-RPC

It is the total time, in seconds, an agent spends handling Non-Right Party Connect (Non-RPC) calls, including after-call work (ACW).

Average Handle Duration RPC

It displays the average call handle duration, in seconds, spent by the agent on outbound customer calls with a Right Party Connect (RPC) outcome.

Average Handle Duration Non-RPC

It displays the average call handle duration, in seconds, spent by the agent on outbound customer calls with a Non-Right Party Connect (Non-RPC) outcome.

Average ACW Duration RPC

It displays the average time, in seconds, that an agent spent in the after-call work (ACW) state for calls resulting in a Right Party Connect (RPC).

Average ACW Duration Non RPC

It displays the average duration, in seconds, that an agent spent in the after-call work (ACW) state for calls with a Non-Right Party Connect (Non-RPC) outcome.

Average ACW Duration

It displays the average duration that an agent spent in the after-call work (ACW) state.

External Consult Duration

The total number of external consultation calls made during the login session.

ACW Duration Non RPC

It displays the total duration, in seconds, that the agent spent on after-call work for outbound customer calls with a Non-Right Party Connect (Non-RPC) outcome.

Not Ready Duration

It displays the total duration, in seconds, that the agent spent in a Not Ready state.

Preview Duration

It displays the total duration, in seconds, that an agent spent previewing contacts.

Inbound (Blending) Duration

It displays the total duration, in seconds, spent on inbound customer calls for blended agents.

Handle Duration

It displays the total call handle time, in seconds, spent by an agent on calls, including after-call work (ACW).

Avg Handle Duration

It displays the average call handle duration, in seconds, that an agent spent on outbound customer calls.

Talk Duration Non RPC

It displays the total talk time of Non-Right Party Connect (Non-RPC) calls in seconds.

Consult Duration

It displays the total duration, in seconds, that the agent spent on outbound consult calls.

Conference Duration

It displays the total duration, in seconds, that the agent spent on outbound conference calls.

Hold Duration

It displays the total duration, in seconds, that the agent put an outbound customer call on hold.

ACW Duration

It displays the total duration, in seconds, that the agent spent in the ACW (After-Call Work) state.

ACW Duration RPC

It displays the total duration, in seconds, that the agent spent on after-call work for outbound customer calls with a Right Party Connect (RPC) outcome.