Agent Performance Widget

Required permissions: Agent Performance

Refresh rate: On demand

The Agent Performance widget displays the percentage of time agents spent in each general stateClosed The availability status of an agent type. This widget helps supervisors easily track the overview of time agents spend in each state type, which provides insight into agent behavior throughout their workday. The graph provides a quick and convenient visual representation of data, but you can also toggle the report data, which provides more detailed information for each state type, such as the average time agents spent in each state.

The example indicates a very casual work environment for agents, as they spent almost the entire day in an Available state, rather than working.