• Agents shifts: gives the details for each agent of the log in / log off in each status.
  • Agent time split: gives the details of time for each agent spent in each status.
  • Agent numbers: gives a mix of statistics (quantity and time) for each agent.
  • Capacity: shows the % of answered calls vs the number of logged in agents
  • Performance: gives a mix of statistics for each agent showing his ¬†performances
  • Call reaction: Shows the split answered calls vs abandoned calls.