This report returns individual performance data for each member of the selected unit for the selected period.

Each row represents a technician.

Technician Name

The technician's name as recorded in the Name field on the Organization tab. Data type: String. Data length: 128 characters.

Technician ID

An automatically generated, unique identification number. Data type: Integer. Data length: unspecified.

Technician Email

The technician's email address as recorded in the Email field on the Organization tab. Data type: String. Data length: 128 characters.

Total Login Time

Per technician, the total time spent logged in to the Technician Console. Data type: DateTime. Data length: unspecified.

Number of Sessions

Per technician, the number of sessions handled. Data type: Integer. Data length: unspecified.

Number of Sessions per Hour

Per technician, the number of sessions divided by total login time. Use this value to assess how many sessions a technician can manage in an hour. Data type: String. Data length: 128 characters.

Average Pick-up Speed

Per technician, the average elapsed time between the beginning of Waiting status and session start by the technician. From the customer's perspective, this is the amount of time the customer sees the message Waiting for a technician. Data type: DateTime. Data length: unspecified.

Average Duration

Per technician, the average session duration. Data type: DateTime. Data length: unspecified.

Average Work Time

Work Time is actual Technician Console utilization time during a session. It is the time spent actually using Technician Console functionality: (1) the session must be selected, (2) with an active connection to the Applet, (3) with the Technician Console in focus, and (4) the technician's status must not be Away. Data type: DateTime. Data length: unspecified.

Longest Session

Per technician, the length of the longest single session. Data type: DateTime. Data length: unspecified.

Total Active Time

Per technician, the cumulative time spent in Active status for all sessions. Active time is measured from pickup (Active status) to close (Closed status), excluding Hold Time, Time in Transfer, Rebooting Time, and Reconnecting Time. Data type: DateTime. Data length: unspecified.

Total Work Time

Work Time is actual Technician Console utilization time during a session. It is the time spent actually using Technician Console functionality: (1) the session must be selected, (2) with an active connection to the Applet, (3) with the Technician Console in focus, and (4) the technician's status must not be Away. Data type: DateTime. Data length: unspecified.