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Agent statistics WFM Report |
Designed to balance high-level executive summaries (overall team capacity and call volumes) with granular, interval-level details to help team leads optimize staffing and monitor agent efficiency. |
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Field |
Description |
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Agent Id |
Agent IDs for which the report was generated |
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Date |
Date and time of the record |
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Interval |
Intervals |
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Agent Name |
Agent name |
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Logged In Time |
Total time agent remains logged in |
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Ready Time |
Total agent ready time, formatted as HH:MM:SS |
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Not Ready Time |
Total agent not-ready time, formatted as HH:MM:SS |
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ACW Time |
Total after-call work time, formatted as HH:MM:SS |
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Idle Time |
Total Idle time, formatted as HH:MM:SS |
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Hold Time |
Total hold time during calls, formatted as HH:MM:SS |
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Wait Time |
Total waiting time before answering calls, formatted as HH:MM:SS |
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Direct Outbound Calls |
Total number of outbound calls |
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Direct Outbound Talk Time |
Total talk time for outbound calls, formatted as HH:MM:SS |
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Direct Incoming Calls |
Total number of inbound calls |
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Direct Incoming Talk Time |
Total talk time for inbound calls, formatted as HH:MM:SS |
Report Filters
The following report filters are available
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Start Date
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End Date
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Interval
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Agent Name