Cordless Insights provide a dedicated section focused on agent performance, breaking down key metrics for each team member:
- Total handled calls
- Total inbound handled calls
- Total outbound handled calls
- Inbound average talking time
- Outbound average talking time
- Missed rings
- Rejected rings
This data can also be filtered by date range, team or team member.
This section allows you to identify both star performers and those who might need a bit more coaching.
By the way, if you're ever unsure about how a particular metric is calculated, Cordless Insights provides a handy data dictionary
for quick reference.