Required security profile permissions: Agent Performance View
Refresh rate: On demand
The Agent Performance widget generates historical data to show the durations of time organized by the percentage of total time agents have been in a specific stateThe availability status of an agent.. The x-axis shows potential agent states and the y-axis shows the agent distribution percentage. The following image shows the Agent Performance widget with sample data.
This example shows that during the specified time frame, agents were available 48% of the time and unavailable 52% of the time broken into various statesThe availability status of an agent..
One of the roles of a supervisor is to track contact center agents' activities and performance. With this widget, you can see a high-level view of the activities underway in your contact center. You can see the exact percentage of agents in a specific state.
