Report on the status of operators:

  • Work log of the Call Center agents - time indicators:
    • Operator name
    • Last time to enter CC mode
    • Last time to exit the CC mode
    • Total duration of stay in CC mode
    • Talk and postprocess time
    • Call waiting time (idle)
    • Time spent in the status of "Break"
    • Stay in "Do Not Disturb" Status
    • The ratio of time in conversation to time waiting for a call (excluding breaks and do not disturb).
  • On break - Reasons for the break


  • No labels