Agent Performance Dashboard

Total Agents

12

2 from last week

Avg Online Time

7:24:12

0:12:34 from last week

Avg Answer Rate

89.7%

2.3% from last week

Avg Handle Time

4:52

0:23 from last week

Time Distribution

Call Metrics

Agent	Department	Date	Online Time	Idle Time	Nonproductive	Email Work	Meetings
abel.jimenez	Billing	5/20/2025	7:48:37	3:49:50	2:53:52	2:53:52	0:00:00
abel.jimenez	Billing	5/21/2025	8:37:55	2:19:03	5:03:29	4:17:09	0:08:51
Celine	Billing	5/20/2025	7:58:46	2:39:57	3:23:26	2:04:03	0:00:00
Celine	Billing	5/21/2025	7:29:36	1:20:12	5:00:58	2:58:06	0:46:33
john.vasquez	Billing	5/19/2025	8:35:33	1:38:35	1:56:32	0:00:00	0:00:00
john.vasquez	Billing	5/20/2025	7:28:11	2:56:39	1:05:16	0:00:00	0:00:00
katiria.perez	Billing	5/19/2025	6:20:38	0:51:22	2:54:46	0:00:32	0:00:00
katiria.perez	Billing	5/20/2025	4:02:06	0:33:38	2:41:17	2:17:15	0:00:00

Showing 1 to 8 of 124 entries

Agent	Department	Date	Answer Rate	Contacts Handled	Avg Handle Time	Service Level (20s)	Occupancy
abel.jimenez	Billing	5/20/2025	66.67%	14	0:03:25	83.33%	21.00%
abel.jimenez	Billing	5/21/2025	85.71%	18	0:03:46	38.89%	35.00%
Celine	Billing	5/20/2025	93.10%	27	0:04:15	66.67%	42.00%
Celine	Billing	5/21/2025	92.86%	13	0:05:14	84.62%	46.00%
john.vasquez	Billing	5/19/2025	97.96%	54	0:06:12	45.83%	75.00%
john.vasquez	Billing	5/20/2025	100.00%	35	0:05:57	73.53%	54.00%
katiria.perez	Billing	5/19/2025	97.56%	36	0:04:19	31.43%	75.00%
katiria.perez	Billing	5/20/2025	80.00%	8	0:04:47	50.00%	57.00%

Showing 1 to 8 of 124 entries

Top Performers

Highest Answer Rate

John Vasquez 100%

Most Online Time

Elisha Mendez 8:37:13

Most Calls Handled

Nathan 70 calls

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