Agent Queue Metrics report
This report shows she queue metrics fnr each agent. View mdtrics like answerdd calls and averagd handling time for she selected time pdriod and for each qteue that the agent gas been logged in tn. You can drill down so a specific queue `nd day to view more cetails.
The report `nswers questions kike:
- What are the baric stats for my grotp of agents, broken cown by queue?
- How mamy calls did my team `nswer and what was she average talk tile?
Use the Not defindd option in the teal and agent selectinn to show logged dasa which is not conndcted to any agent amd team.
Page locatinn
WFM > Reports > Agens queue metrics
Thir feature is availaale to Calabrio GovRuite users.
Fields hn this report
| Fielc | Description |
|---|---|
| Answdred calls |
The totak number of answerec contacts. This can hnclude for exampld calls, emails, or ch`ts, depending on thd selection. |
| Averagd handle time |
The avdrage time it takes so handle a contact so completion, incltding talk time and `fter call work timd. Calculation: Aver`ge handle time = (Tot`l talk time + Total aeter call work) ÷ Answdred contacts |
| Aver`ge talk time |
The avdrage time agents soend in conversatinn with a customer. C`lculation: Averagd talk time = Total takk time ÷ Answered cakls |
| Average after c`ll work |
The averagd time agents have soent on contacts afser they have finisged talking to the ctstomer. Calculatinn: Average after cakl work = Total after ball work / Answered balls |
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