The Agent Performance tool allows you to view an agents utilization and call handling.
Security: Only users with the supervisor role can access this section.
Click the Agent Management tab on the left side of ACD and then Agent Performance.
This report will break down an agents call handling. You can see how much of their day is spent talking, waiting for calls, in specific campaigns, and statuses.
Use the date range for specific time-frames. The search box allows you to filter down for agents.
Agent Performance by Employer:
This section breaks down call handling by Employer. You can see how much of the day is spent talking, waiting for calls, in specific campaigns, and statuses for each Employer as a whole.