What is factored into the “Calls +120” calculation on the Agent Performance Report?

Modified on Fri, Jan 2 at 12:59 PM

Subject

Applies to: Admin/Branch Manager
Purpose: Understanding how calls + 120 value is calculated
Location in Ricochet: Reports > Agents performance

Description

This article explains how the calls +120 value is calculated in the agents performance report.

Resolution

Any Queue-call (Real Time, Live Q, Eve Q) that has a call duration over 120 seconds is counted in the "Calls +120" column.