You can view your own performance metrics and compare them to your team metrics using the three agent reports dashboards: Agent Reports, Performance, and Productivity.
Agent Reports Overview Dash
- Performance
- Your total percentage and counts of inbound and outbound contacts handled and not refused.
- Productivity
- Amount of time spent each stateThe availability status of an agent.:
Available
Working
Unavailable
- Performance is based on contacts handled, and Productivity is measured by the percentage of time spent in a Working state.
Performance Dash
The Performance dash displays the number, and percentage, of contacts you and your team handled for the current day, the previous day, and the span of the past seven days.
Productivity Dash
The Productivity dash displays bar graphs of time spent in each stateThe availability status of an agent., with your results shown in the top bar and your team's in the bottom bar, for the current day, the previous day, and the span of the past seven days.
