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title: "Agent Statistics and Personal Key Figures"
canonical: "https://help.telegra.de/space/MCCE/9561348870734/Agent%20Statistics%20and%20Personal%20Key%20Figures"
format: markdown
---
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### Channel information (calls, mails, chats)

In the channel information sections, summary statistics are displayed for the calls and mails assigned to you since the time of your registration:

| **Icon** | **Meaning** | **Description** |
| --- | --- | --- |
| ![Icon Anrufversuche](media://93fd0fa5-9cf7-4bae-9391-b9131eddfd49) | Call Attempts | The total number of incoming and outgoing call attempts. This includes calls for connected, missed and rejected calls. This value also takes into account calls that were assigned to you but were not answered because you were busy, the caller hung up, the maximum ring time was reached, etc. |
| ![Icon Verbundene Anrufe](media://092a7eed-2f96-48cb-a516-ff64bac29879) | Successful Calls | The number of calls you have handled. This includes calls where the caller hung up after being connected. |
| ![Icon Abgewiesene Anrufe](media://92a1ec47-807a-43e2-b59a-e8ae7a4a94ab) | Rejected Calls | The number of calls that were actively rejected by you or the call hung up in the connection setup.<br>> 📝 **Note:** If the call hangs up after being connected, the call counts as successfully connected. |
| ![Icon Verpasste Anrufe](media://3ce432fe-b5ee-42f2-9054-2bf4490525b1) | Missed Calls | The number of calls that you did not answer because the maximum allowed ring time (answer time) was reached. These calls will be queued again and offered to other agents. |

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### KPIs

| **Icon** | **Meaning** | **Description** |
| --- | --- | --- |
| ![Icon Anrufzeit](media://f001b206-6a40-4bb2-9025-e4817fa98df0) | Call Time | The total time (in minutes and seconds) you spent handling calls. The call time includes the talk time and the wrap-up time. |
| ![Icon Durchschnittliche Verbindungsdauer](media://7f2a554c-5ada-4c4c-9ea9-5a2a83d656ad) | Ø Connection Duration | The average time (in minutes and seconds) it took you to handle calls. The average call time includes the average talk time and the average wrap-up time. |
| ![Icon Gesprächsdauer](media://2c07d1ab-842d-4d3c-bb06-a1f1f8cc79dd) | Talk Time | The total time (in minutes and seconds) you spent handling calls. This includes the time it took to consult with another agent or supervisor. The wrap-up time is not included. |
| ![Icon Durchschnittliche Gesprächsdauer](media://2c07d1ab-842d-4d3c-bb06-a1f1f8cc79dd) | Ø Talk Time | The average time (in minutes and seconds) you spent handling calls. This includes the time it took to consult with another agent or supervisor. The wrap-up time is not included. |
| ![Icon Nachbearbeitungszeit](media://67d260b3-dffa-4f7c-80b0-d71423c118e1) | Wrap-up Time | The total time (in minutes and seconds) you took to wrap up completed calls. |
| ![Icon Durchschnittliche Nachbearbeitungszeit](media://9fe284cd-985c-4477-8331-82392f61a939) | Ø Wrap-up Time | The average time (in minutes and seconds) you took to follow up on completed calls. |
| ![Icon Erreichbarkeit in Prozent](media://b26ae977-296c-42e7-aece-7ef4189eba87) | Personal Reachability in %. | The percentage of calls that you have answered or successfully started. This percentage also takes into account the calls that were assigned to you but that you did not answer because you were busy, the caller hung up, or your maximum ring time (answer time) was reached. |

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### Status Information

| **Icon** | **Meaning** | **Description** |
| --- | --- | --- |
| ![Icon Verfügbar](media://2b08540d-aac2-4589-bf71-a85b18ce99a3) | Free / Available / Waiting | The length of time (in hours, minutes, and seconds) that you were free without handling a call, email, or chat. |
| ![Icon Arbeitszeit](media://f159ea1d-f829-43a1-a5ee-a64218e6c871) | Working time (active) | The total time (in hours, minutes, and seconds) you spent handling calls, emails, and chats. |
| ![Icon Produktive Pausenzeit](media://96c0731d-618c-4627-a884-1e34784fbb61) | Productive break time | The total time (in hours, minutes, and seconds) you spent on productive breaks. Productive breaks can be caused by training, meetings or other internal tasks that make you unavailable for the contact center. |
| ![Icon Unproduktive Pausenzeit](media://8ca50073-d7fc-4b76-bde0-171ae7825a9b) | Unproductive break time | The total time (in hours, minutes, and seconds) you spent in productive breaks. Non-productive breaks represent, for example, lunch or other social and recreational breaks. |
| ![Icon Login-Zeit](media://5c6a7ec3-21f6-46a7-8889-0086c6a00e70) | Login duration | The total time (in hours, minutes, and seconds) that you have been logged into the agent portal. |

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**Related articles:**

> Macro (pagetree)