Productivity Report

Productivity Report New Fields

Productivity Report – Add new fields into the productivity report, add new report Summaries active work and average handle time

Productivity Report New Metrics

Add new metrics added to Productivity report for % completed, deferred and incomplete. Following summaries added to the report to provide streamlined views.

Active Work

Active work – shows metrics for agent time including worked time, total time, productivity %, active worked %

Productivity Report – Average Handle Time

Average Handle time – shows metrics for work items including counts of completed, secondary, deferred, incomplete, AHT completed work, AHT incomplete work and overall AHT. Worked time is split by incomplete and completed worked time.