The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.
This document explains the My Statistics screen in Finesse
My Statistics provides data on your agent telephone line since midnight.
Calls Offered: Number of calls sent to your agents line
Calls Handled: Number of offered calls that you answered
Talk Time - Time talking to callers
Hold Time - Amount of time your callers were on hold.
Ready - Amount of time you were in the Ready State
Not Ready - Amount of time you were in the Not Ready State
After Call Work - Amount of time you were in the Wrap-Up State