Agent Performance
A default dashboard showing average durations in each state for each agent.
Fig. 1 - Agent Performance (default dashboard)
Unlocked 
Contains the following widget:
Agent Performance Summary
| Filter | Default Value | Can be changed? |
|---|---|---|
| Time | Today |
|
Displays the following data items for each endpoint:
| Short Label | Long Label | Aggregation method for 'Total' line | Description |
|---|---|---|---|
| Log On + | Logged On Duration - Sum | sum | The total duration the endpoint has been logged on. |
| Time Unavail ~ | Time Unavailable - Avg | avg | The average duration the endpoint has spent logged in but unavailable. |
| wrapTimeNL ~ | WrapTimeNonLive - Avg | avg | The average wrap time of sessions which ended with outcome generalCategoryOutcomesNonLiveAgent. |
| wrapTimeL ~ | Wrap Time Live - Avg | avg | The average wrap time of sessions which ended with outcome generalCategoryOutcomesLive. |
| Wait ~ | Waiting Duration - Avg | avg | The average duration the endpoint has spent waiting for a session. |
| talkTimeNL ~ | TalkTimeNonLive - Avg | avg | The average talk time of sessions which ended with outcome generalCategoryOutcomesNonLiveAgent. |
| talkTimeL ~ | TalkTimeLive - Avg | avg | The average talk time of sessions which ended with outcome generalCategoryOutcomesLive. |
| Live Duration ~ | Live Duration - Avg | avg | The average duration of live sessions. |
| Complete # | Completed - Count | sum | The number of completed sessions. |