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To access the Agent Performance Reports:
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Click Performance
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Click Workspace
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The last report you were viewing will appear by default.
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If you need to open a new tab:
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Click +
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To open the Agent Performance Report in the a New Tab:
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Click Agent Performance
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You will only be able to view agents that are part of your team.
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To view and/or modify an agent's status:
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Hover your mouse over their Status Indicator
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To change their Status:
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Select a Status from the drop down
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To take an agent on of off queue:
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Click Off Queue / On Queue
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To modify the statistics included in the report:
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Click +
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Select / Deselect the desired statistics
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To minimize the modification window:
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Click +
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To save the report:
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Click the Save
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Enter a Report Name
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Select the Default time period
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Click Save
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To schedule the report to be sent via email:
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Click Download
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Enter the email recipients
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Select Schedule Report
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Select the desired Time Period and Occurrence
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Select the Days to run the report
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Click Schedule and Email
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