Agent Portal -- Statistics

By default, the following statistics appear on the Agent Portal home page:

Statistic	Formula
Entered ACD calls	Number of ACD calls during the specified period
ACD average handle time	(ACD talk time + After call work time)/ACD Calls
ACD logged in time	Amount of time agent has been logged in during the specified period
ACD hold time %	ACD hold time /ACD interaction time

Each of the statistics is calculated for the currently logged on agent and for the specified time period.

An agent can select up to four statistics to display in the Statistics portlet of the Agent Portal.