Agent Statistics

Displays agent statistics in a tabular format.

Depending on the KPI Function, the following parameters may be used:

• Agent Hierarchy Group Level 1 – Allows you to select from a list of hierarchy groups of level 1.

• Agent Hierarchy Group Level 2 – Allows you to select from a list of hierarchy groups of level 2.

• Agent Hierarchy Group Level 3 – Allows you to select from a list of hierarchy groups of level 3.

• Agent Hierarchy Group Level 4 – Allows you to select from a list of hierarchy groups of level 4.

• Agent Hierarchy Group Level 5 – Allows you to select from a list of hierarchy groups of level 5.

• Queues – Allows you to select from a list of queue names.

---

Calls Missed

The number of contacts that were routed to the agent but not answered in a timely manner. This could be due to the agent being unavailable, busy, or not accepting the contact.

Parameters: Queues, Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5