{"id":10147,"date":"2026-09-18T19:19:24","date_gmt":"2026-09-18T19:19:24","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=10147"},"modified":"2026-09-18T19:19:25","modified_gmt":"2026-09-18T19:19:25","slug":"agent-analytics-dashboard","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/xontel-platform\/call-center\/call-center-v-3-x-x\/dashboard\/agent-analytics-dashboard\/","title":{"rendered":"Agent Analytics Dashboard"},"content":{"rendered":"<p class=\"wp-block-paragraph\">The <strong>Agent Analytics Dashboard<\/strong> provides a complete overview of the agent\u2019s activities across all enabled applications included in their license. It allows agents to monitor their performance, track daily activities, and review their interactions from a single centralized dashboard.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The dashboard displays agent-specific statistics and operational insights, including login activity, break duration, call performance, assigned tickets, queue participation, and other supported application activities.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"896\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-1024x896.png\" alt=\"\" class=\"wp-image-10148\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-1024x896.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-300x263.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-768x672.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-1536x1345.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53-14x12.png 14w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/09\/image-53.png 1742w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Agent Activity Summary<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Agent Activity Summary<\/strong> section provides key information about the agent\u2019s working activity, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Agent Login Duration<\/strong>: Displays the total time the agent has been logged in during the selected period.<\/li>\n\n\n\n<li><strong>Agent Break Duration<\/strong>: Shows the total duration spent on breaks.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Call Activities<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Call Activities<\/strong> section provides an overview of the agent\u2019s call performance, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Total Calls<\/strong>: Displays the total number of calls handled by the agent.<\/li>\n\n\n\n<li><strong>Answered Calls<\/strong>: Shows the number of successfully answered calls.<\/li>\n\n\n\n<li><strong>Abandoned Calls<\/strong>: Displays the number of calls abandoned before being handled.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Ticket Activities<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>My Tickets<\/strong> section displays the number of tickets assigned to the agent, allowing them to track their support workload and manage customer requests.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Queue Activities<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Queues<\/strong> section provides details about the queues assigned to the agent, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Queue Name<\/strong><\/li>\n\n\n\n<li><strong>Queue Number<\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">It also displays daily queue performance metrics, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Average Talking Time<\/strong><\/li>\n\n\n\n<li><strong>Total Talk Time<\/strong><\/li>\n\n\n\n<li><strong>Average Hold Time<\/strong><\/li>\n\n\n\n<li><strong>Average Handling Time<\/strong><\/li>\n\n\n\n<li><strong>Average Wait Time<\/strong><\/li>\n\n\n\n<li><strong>Longest Wait Time<\/strong><\/li>\n<\/ul>","protected":false},"author":1,"featured_media":0,"parent":10118,"menu_order":0,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-10147","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-xontel-doc"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10147","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10147\/revisions"}],"predecessor-version":[{"id":10149,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10147\/revisions\/10149"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/10118"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=10147"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=10147"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=10147"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}