The Agent Reports panel, which appears when you click the agent reports icon in the Agent toolbar, provides basic information about your performance and work history. It contains the following three reports:
- Contact History — Displays a list of contacts you have handled and their call statistics, including time in queue, date, ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call., call direction (inbound or outbound), and talk time.
- Personal Stats — Displays the number of contacts you have handled and compares your statistics with your team's. For example, the team handled 69 contacts and you handled 16 of the 69 for a total of 23% of the total contacts handled.
- Productivity — Displays the amount of time that has been spent in each stateThe availability status of an agent. in the format HH:MM:SS. You can switch back and forth from the data grid and pie chart views.
You can change the date range of the reports by clicking the calendar icon and clicking Refresh. The date range you select is applied to all three tabs.
