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  • 1.  Agent Performance

    Posted 11-05-2025 18:26
    Edited by Shelby Cronk 11-06-2025 09:58

    Can anyone define the colors on Avg Talk, Avg Hold, Avg ACW on Agent performance? 




    #PerformanceViews

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    Shelby Cronk
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  • 2.  RE: Agent Performance
    Best Answer

    Posted 30 days ago

    Shelby,

    Dark blue/purple represents Talk, orange/red indicates Hold and light blue shows After Call Work (ACW). Bar size adjusts relative to the time spent in each metric.



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    Josh Wilcox
    Principal PS Consultant
    Genesys
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    Original Message


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