Agent Viewable Statistics

Agent Statistics

Select Yes or No to specify whether you want the agents view their personal statistics in Agent Desktop.

Queue Statistics

This setting controls whether the agent can display statistics for all or some queues in the Agent Personal Statistics tab. Do one of the following:

• Select All to enable the agent to display statistics for all queues.

• Select Specific and then the queues from the Select Queues drop-down to enable the agent to display statistics for specific queues.

• Select None to prevent the agent from displaying queue statistics.

Logged-in Team Statistics

Select Yes or No to specify whether the agent can view statistics for their team.

Note: Settings for Logged-in Team Statistics and Team Statistics are independent of each other.

Team Statistics

This setting controls whether the agent can display statistics for all or some teams in the Agent Personal Statistics tab. Do one of the following:

• Select All to enable the agent to display statistics for all teams.

• Select Specific and then the teams from the Select Teams drop-down to enable the agent to display statistics for specific teams.

• Select None to prevent the agent from displaying teams statistics.