Agent reports help you to see your work statistics to improve your performance. There are three different reports:
- Performance — displays the number of contacts you handled, the number of contacts your team handled, and the percentage of total contacts handled by your team that you handled. You can choose between a time range of today, yesterday, and the last seven days.
- Productivity — displays the time you spent in an available state, a working state, and an unavailable state, and the percentage of total working time you spent in each state. You can choose between a time range of today, yesterday, and the last seven days.
- Assigned Skills — displays each skill assigned to you and indicates the type of skills they are.
You can access this information by clicking the Agent Reports link in the MAX interface. You can select a favorite report to have that report open by default when you click the link.