This document explains the Team Summary Report available to supervisors in Finesse
To get to the Team Summary Report, click the Team Data icon from the left navigation in Finesse. The report will show data from midnight on that day. This is a real-time report that will refresh every few seconds.
- Agent Name
- Agent ID - agent's NetID
- Login Duration - How long the agent has been logged in (since midnight).
- Average Talk Time
- Short term - The average talk time in the last 5 minutes
- Long term - The average talk time since midnight
- Average Hold Time
- Short term - The average hold time in the last 5 minutes
- Long term - The average hold time since midnight