How to track agent performance
6 articles
Using the performance pageHow to view performance, read shift timelines and view real-time data
Very low scores or 'User not found' in the performance pageTroubleshooting performance and time-on-task issues
Performance metric definitionsUnderstand what each performance metric is measuring and how they're calculated
A guide to Average conversation time (ACT) and Average interaction time (AIT)Understand Dialpad WFM's answer to AHT
A guide to time-on-taskLearn how time-on-task scores are calculated
Time-on-task: Detailed technical guideDig into the nitty-gritty of how time-on-task scores are calculated.