Agent statistics
This tab is for supervisors to view their agents' performance for a specific campaign.
In addition to the campaign details, the view also shows key metrics, such as:
- the total number of calls made and handled
- the average talk time
| Column | Description |
|---|---|
| Agent | The name of the agent |
| Campaign name | The name of the campaign |
| Calls made |
Number of calls made in the campaign during the current day / overall campaign total |
| Handled |
The number of customers that have a campaign outcome and do not require more call attempts |
| Success |
Number of calls where the agent has classified the call as Success |
| Refusal | Number of calls where the agent has classified the call as Refusal |
| Called success rate |
Percentage of handled calls where the agent has classified the call as Success |
| Talking time avg. |
Average talking time for a campaign call, per campaign. Displayed as average talking time for the current day / average talking time overall for the campaign |
| Total talking time |
Cumulative talking time for connected campaign calls. For Predictive campaigns, this includes any time where prompts messages were played for a queuing customer. On the Agent Statistics tab, this includes the talking time of the selected agents who participated in the selected campaign. |
| Campaign progress |
Progress of the campaign shown as a stacked bar chart:
|
