Documentation Index
Fetch the complete documentation index at: /llms.txt
Use this file to discover all available pages before exploring further.
The User Performance report aggregates per-agent metrics: talk time, AHT, ACW, break time, and CSAT for coaching and KPI tracking.
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Select User Performance
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| Filter | How to use it |
|---|---|
| Start Date | Beginning of the reporting period. |
| End Date | End of the period (defaults to end of the current day). |
| User | Leave blank for all agents, or select a specific user. |
| Column | Description |
|---|---|
| Agent Name | Full name of the agent. |
| Total Talk Time | Cumulative time actively speaking with contacts. |
| AHT | Average Handle Time (talk plus wrap-up). |
| Calls Handled | Total calls answered or made in the period. |
| ACW / Wrap-Up | Time on post-call tasks after each call. |
| Utilisation % | Percentage of logged-in time on active calls. |
| Break Time | Time in break codes across the period. |
| CSAT | Average post-call CSAT score, if surveys are enabled. |
