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Handled Conversations
846
Team
Abandoned
24.4%
Abandoned After
00:38
External Contacts
Communication Channels
Handled Conversations by Direction by Date
Handled Conversations by Direction by Weekday
Handled Conversations by Contact by Date
Handled Conversations by Direction by Weekday
Inbound Dashboard
Handling Time
04:10
MTD Handling Time
03:43
Talk
03:22
MTD Talk
03:43
Wrap Up
03:22
MTD Wrap Up
03:43
Handling Time by Date
TOP Queues by Handling Volume & Time
Longest Handling Time by Agent
Agent
Handling Time
Talk Time
Wrap Up Time
Answered Calls
Margarita Moss
43:45
15:26
15:26
28:19
Blanche Johnson
28:43
07:17
21:26
1
Glenda Elliott
10:41
10:10
00:31
4
Caleb Price
09:55
09:55
00:00
1
Katie Cain
09:39
08:17
01:21
77
Kristy Conner
09:21
07:17
02:05
47
Wilma Goodman
09:14
07:48
01:27
546
Marco Simon
08:10
04:46
03:24
243
Ellis Osborne
07:50
03:15
04:34
6
Woodrow Bush
07:45
06:17
01:28
213
Assessment Dashboard
Handled
3.3K
Inbound
2.9K
Outbound
495
Direction
Task Time
03:40
Wrap Up
00:37
Task Time
Satisfaction
Reflection
Outcomes
#
Date
Time
External Contact
Outcome
Talk
Wrap Up
Satisfaction
Reflection
Empathy
Self-Confidence
Worst
004
02/04/2019
05:58
Toll Free 1
New Support Ticket
00:00
00:00
0%
0%
0%
0%
0%
05e
01/08/2019
08:13
Local
New Support Ticket
13:18
01:57
0%
0%
0%
0%
0%
073
01/31/2019
10:42
Toll Free 1
New Support Ticket
02:14
00:00
0%
100%
0%
0%
0%
083
01/24/2019
12:51
Toll Free 1
New Support Ticket
03:27
00:30
0%
100%
0%
0%
0%
146
02/01/2019
06:82
Local
(empty value)
00:34
00:00
0%
100%
0%
0%
0%
19c
01/15/2019
07:28
Toll Free 1
New Support Ticket
01:10
00:00
0%
100%
0%
0%
0%
225
01/22/2019
09:03
Toll Free 1
New Support Ticket
05:46
00:54
0%
100%
0%
0%
0%
2b6
01/22/2019
13:54
Toll Free 1
(empty value)
00:27
00:31
0%
100%
0%
0%
0%
Scores Dashboard
Productivity Dashboard
Activity Dashboard
Conversations Dashboard
Summary Dashboard
About Dashboard
Key Performance Indicator
Attribute Filter
Avg Handling Time
04:60
Abandoned Conversation %
24.6%
Avg Abandon Time
00:55
Average Queue Time
02:53
Maximum Queue Time
16:30
Queued under 120 Seconds
2.4K
Queued under 90 Seconds
2.2K
Avg Handling Time
2.1K
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Outbound QA form
Dashboard
Dashboard
Quick Questionnaire
Dashboard
Dashboard
Handled Conversations
846
Team
Abandoned
24.4%
Abandoned After
00:38
External Contacts
External Contacts
Handled Conversations by Direction by Date
Handled Conversations by Direction by Weekday
Handled Conversations by Contact by Date
Handled Conversations by Direction by Weekday
Compliance check out...
Dashboard
Dashboard
14 Feb 2018, 18:43
Molly Robins in Gold Sale
Christine Smith
100%
80%
0:18 04:15
Assessment
Customer Experience
Empathy
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Active Listening
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Anticipating next steps
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Fluency and Articulation
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Was the agent polite during the
entire call
entire call
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Compliance
Customer Identification
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Molly Robins
Good
Excellent pitch
18:46 PM
8 Jan 2019
Good
Great job with your introduction
19:28 PM
12 Dec 2018
Good
Please listen to the customer more carefully...
21:15 PM
30 Nov 2018
Good
Great call
14:36 PM
Outbound QA form
Dashboard
Dashboard
Quick Questionnaire
Dashboard
Dashboard
All Questions
Compliance check out...
Dashboard
Dashboard