vicidial.org

greetings!

i would just like to ask what does Dead, Dead Avg, Customer and Customer Avg in Agent Performance Detail in Agent Reports mean?

TIA

DEAD = amount of time agent remained in the talk screen after the customer hung up the call
DEAD AVG = average of DEAD time spread across all calls taken by agent
CUSTOMER = actual talk time with the customer
CUSTOMER AVG = average of CUSTOMER time spread across all calls taken by agent

thank you matt!