Agent Statistics

You can check the agent statistics here. To filter your choices, select the agent from the drop down menu and select the hangup cause from the other drop down.

The hang-up causes listed are:

• No User response : When the user was not able to provide a helpful response to the caller.

• No Answer : When the agent did not answer the call.

• User Busy : When the agent is busy on another call.

• Normal Clearing : When the call is taken by the agent.

• Lose Race: Occurs when the call was ringing to multiple agents, and another agent answered it.

• Call Rejected: Indicates that the agent rejected the ringing call.

• Normal Temporary Failure: The call cannot be completed, often due to an invalid dialed number or the number not accepting incoming calls (usually for outgoing calls).

• Originator Cancel: The caller disconnected the call while it was still ringing.