View agent statistics

To see agents' conversations and presence status since start of day, choose the Today's statistics tab. The in/out columns show real-time data. For calls and chats, it's all handled conversations during that day including active conversations. For emails, it's the ones that are marked as handled.


Column	Description
Name	Agent name
Availability	Agent's readiness to accept conversations and is one for the following: Free The agent is logged in to Communication Panel and is ready to receive and start handling a conversation. Busy The agent is logged in to Communication Panel and is working on an active conversation. The serving status is Ready and the presence profile Available. The conversation type in progress is shown as well. Away The agent is logged in to Communication Panel but is unable to take a conversation. For example, the serving status can be Ready and the profile Meeting, which is an absence profile. Logged out The agent is logged out from Communication Panel.
Conversations (in/out)	The total number of conversations (both active and handled)
Calls (in/out)	The number of answered and active calls
Chats (in/out)	The number of answered and active chats
Emails (in/out)	The number of handled emails
Handling time avg.	The average time the agent has spent handling conversations
Wrap-up	Cumulative summary of the time periods when the agent has had the Wrap-up status
Ready	Cumulative summary of the time periods when the agent has had the Ready status
Not ready	Cumulative summary of the time periods when the agent has had the Not ready status
Paused	Cumulative summary of the time periods when the agent has had an absence profile (indicated with the red triangle icon) such as Meeting
Status duration	Duration of the current user status: Ready, Not ready, Pause, or Logged out
Profile duration	Duration of the current profile such as Available