Productivity Console
The Productivity Console gives an overview of agent performance. It uses a console type styling to display a combination of Hero tiles and charts.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Average Wrap Duration | The Average Wrap Duration reports the average wrap time of calls handled within the reporting period. |
| AHT | The Average Handle Time (AHT) reports the average handle time of calls within the reporting period. |
| AHT by Agent State | The Average Handling Time reports the average handling time of answered calls broken down into active, hold and wrap times within the reporting period. |
| Agent Disposition Counts | The Agent Disposition Count displays the number count of each disposition that has been submitted in a bar chart. |
| Calls by Date | The Calls by Date displays the number of contacts Answered and number of manual contacts by agents in a stacked column chart. The graph calculates totals based on daily counts. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Team Selection | The Team filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Agent Selection | The Agent filter can be used to select one or more agents to report on. With the filter applied values in the report will be updated to reflect what was selected. |