In this video, we'll take a closer look at the agent logs.
To access this information, we'll navigate to the logs section and select the "Agents" option. This page will display detailed metrics for each agent user account.
On the left side of the screen, you'll see the status disposition breakdown for each agent. This includes the percentage of calls they coded as "complete" or "left message," as well as other key metrics.
Furthermore, the page will show the total time each agent spent on calls, in wrap-up mode, on breaks, and in training. This provides a comprehensive overview of agent activity and productivity.
If you're analyzing data over multiple weeks, you can set specific date and time parameters to filter the information as needed. This allows you to zoom in on particular time periods for more detailed reporting and evaluation.
The agent logs page offers a detailed, agent-level view of key performance indicators. This data can be invaluable for monitoring agent productivity, identifying training opportunities, and optimizing contact center operations.