Agent Performance Details (Genesys Cloud (PureCloud)-OOTB Dashboard)

Owned by Arielle Kaye Odeste
Nov 15, 2021
1 min read

Overview / Description

The Agent Performance Details Dashboard provides details around the performance of agents in the contact center. It is designed to be used within the PureCloud user interface.

Viewer

This section covers Agent Performance Details for Viewer access.

Creator

This section covers Agent Performance Details for Creator access.

Datablock used:

Measures and Measure Groups used:

  • Predefined Measures

    • nTransferred Count

    • tHeld Count

    • tTalk Time

    • tHandle Count

  • Custom Measures

    • % Answered

    • % Transferred

    • Average ACW time

    • Average Handle time

    • Average Hold Complete time

    • Average Talk Complete time