Required permissions: Agent Performance On
Refresh rate: On demand
The Agent Performance widget displays the percentage of time agents spent in each general state 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.