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- Total Calls Handled (Answered and Missed) – Answered indicates the total of all agent answered calls for the selected team(s). Missed indicates the total of all agent missed calls for the selected team(s).
- Total Chats Handled (Answered and Missed) – Answered indicates the total of all agent Answered answered chats for the selected team(s). Missed indicates the total of all agent missed chats for the selected team(s).
- Total Callbacks Handled (Answered and Missed) – Answered indicates the total of all agent answered callbacks for the selected team(s). Missed indicates the total of all agent missed callbacks for the selected team(s).
- Total Calls Transferred – total number of calls transferred by all agents for the selected team(s).
- Total emails Handled (Answered and Missed) - Answered indicates the total of all agent Answered emails for the selected team(s). Missed indicates the total of all agent missed emails for the selected team(s).
- Total Calls Out – the total number of outbound calls made by all agents for the selected team(s).
- Avg Time Available – the average time in the Available state across all agents in the selected Team(s)
- Avg Time Busy-On Call – the average time in the Busy-On Call state across all agents in the selected Team(s)
- Avg Time Busy-Wrap – the average time in the Busy-Wrap Up state across all agents in the selected Team(s).
- Avg Time Busy – On Break – the average time in the Busy-On Break state across all agents in the selected Team(s).
- Avg Time Busy-Out Call – the average time in the Busy-Out Call state across all agents in the selected Team(s).
- Avg Time Busy-Other – the average time in the Busy Other state across all agents in the selected Team(s).