Historical reporting enables managers to make strategic decisions regarding workforce effeciency. On-demand reports is provided for any date range or time period. Queue/Group Reports: number of calls in queue number of calls answered longest wait times average wait times total and average talk time if critical thresholds are being reached or exceded Agent Reports: number of agents logged in number of agents in "not ready" mode number of agents idle number of spare positions date, time and duration of each call an agent takes average agent talk time total calls an agent answers CallCenterStore, Inc., div. PTel, Inc. P.O. Box 471. Monterey, CA. 93942 USA Phone: 831-647-7001 Fax: 831-657-9850