The Agent performance - presences dashboard contains basic data about agents' performance and presence. Information includes metrics about the duration of time spent in different presence states, including a comparison of Ready vs. non-Ready presence states.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Ready %—the percentage of time the agent was present in ContactPad and could potentially handle an interaction. Ready includes the following presence state durations of time: Ready, Ready for Outbound, Ready (Offline).
- Non-Ready %—the percentage of time the agent was present in ContactPad, but was not ready to handle an interaction. Non-Ready includes the following presence state durations of time: Away, ExtendedAway.
- Total Ready duration—the total duration of time the agent was present in ContactPad and could potentially handle an interaction, in hh:mm:ss format.
- Total non-Ready duration—the total duration of time the agent was present in ContactPad, but was not ready to handle an interaction, in hh:mm:ss format.
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