Reports View

The Reports view for voice interactions displays two pages: My Call Activity and My Handle Time. To navigate between the pages, use the arrows on the left and right side of the adapter.

• On the My Call Activity page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
• On queue statistics page, you can select queue from drop down list and see corresponding statistics such as the number of calls waiting, the maximum wait time, and the average weight time.
• On the My Handle Time page, you see metrics in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.