What does the Agent Metrics report display for each agent?

What does the Agent Metrics report display for each agent?

• A. Interactions that have handle time
• B. Average talk time, after call work, and handle time
• C. Number of interactions per day
• D. Hold and transfer data

Answer: (B)

Agent Metrics focuses on how long each agent spends on interactions, not just how many. For every agent, it shows the average time spent talking, the average after-call work (ACW), and the overall average handle time. This combination reveals how efficiently an agent handles conversations: talk time shows live interaction duration, ACW captures wrap-up tasks after the customer is gone, and handle time sums these together to reflect total duration per interaction. Other options describe counts or separate data that aren’t the primary focus of this report, so this trio of time-based measures per agent is the best fit.

Agent Metrics focuses on how long each agent spends on interactions, not just how many. For every agent, it shows the average time spent talking, the average after-call work (ACW), and the overall average handle time. This combination reveals how efficiently an agent handles conversations: talk time shows live interaction duration, ACW captures wrap-up tasks after the customer is gone, and handle time sums these together to reflect total duration per interaction. Other options describe counts or separate data that aren’t the primary focus of this report, so this trio of time-based measures per agent is the best fit.