Analytics
Call_Volume
Calls Over Time
Total Calls
847 +12.3%
Answered
798 +8.7%
Abandoned
49 -15.2%
Answer Rate
94.2 % +2.1%
Performance
Wait Time Trend
Avg Handle Time
224 s -5.3%
Avg Wait Time
45 s -12.1%
First Call Res
78 % +3.2%
Service Level
91 % +1.8%
Agent_Performance
Team Overview
Agents Active
12 0.0%
Occupancy
72 % +8.4%
Calls/Agent
42 +5.1%
Satisfaction
4.3 /5 +0.2%
Top_Performers
| Agent | Calls | AHT | Rating |
|---|---|---|---|
1 Jordan Lee | 62 | 3:00 | 4.8 |
2 Taylor Brown | 58 | 3:15 | 4.6 |
3 Alex Johnson | 55 | 3:30 | 4.5 |
4 Riley Davis | 52 | 3:08 | 4.7 |
5 Sam Wilson | 48 | 3:45 | 4.3 |
Peak_Hours
10:00
89
11:00
95
14:00
102
15:00
98
16:00
87
Service_Level_Breakdown
< 15s
45%
15-30s
28%
30-60s
15%
60-120s
8%
> 120s
4%