It shows how much working time has been spent on talking. The information is showed both in numbers and percentages. You can see the information day by day for a desired period of time. The ETT marker is counted as time agents spent on talking with clients in relation to their total working time on a specific day (time spent on call panel + pauses).
The report shows you the actual talk time agents detailing each day and a summary of all days, for which it is generated.
Similarly to the other reports, the number of columns and the content of the report depends on how much time interval is concerned.
Here’s how you should understand terms used in the report:
'Hours' is a total time since the agent logs into the call panel until he exits it (for example logout), calculated for a specific period of time. It contains the summary of pauses time and total time spend in the call panel.
'Talk Time' specifies the strict amount of time that an agent spent on talking with clients. In other words, talk time is the amount of hours during which there was a call connection between an agent and a customer
'ETT' shows you a percentage value of the talk time to the whole agents worktime in a specific period of time.