Reports and Analytics
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      Agent Roleup

      The agent role-up report provides a detailed breakdown of individual agent statistics for a specific time period.

      To access the Agent Roleup dashboard, follow these steps:

      1. From the COS dashboard, select the report submenu.
      2. Then, choose the "Agent Roleup" report.

      The Agent Roleup report provides a detailed overview of key metrics for each agent, including:

      • Agent Name: The name of the agent
      • Pause: The total time the agent spent in "Pause" status
      • Unassigned: The total time the agent spent in "Unassigned" status
      • Break: The total time the agent spent in "Break" status
      • Training: The total time the agent spent in "Training" status
      • Dialer: The total time the agent spent logged into the dialer
      • OnCalls: The total time the agent spent on calls

      This comprehensive report enables managers to closely monitor and analyze agent performance over the given time period.