Check the Talk Times for my Agents

In NICE CXone, you can check the talk times for your agents by following these steps:

1. Log in to NICE CXone: Access your NICE CXone account using your credentials.

2. Navigate to the Analytics Section:

   • Go to the Dashboard or Reports section, depending on your CXone configuration.
   • You might find these options under the main menu or a specific analytics/reporting menu.

3. Select the Appropriate Report:

   • Look for reports such as Agent Performance, Interaction Details, or Call Summary.
   • These reports typically provide detailed metrics on agent activities, including talk times.

4. Filter and Customize the Report:

   • Use the available filters to narrow down the data to specific agents, time periods, or other relevant criteria.
   • Customize the report to include the metrics you need, such as talk times, average handle time, or total call duration.

5. Run and View the Report:

   • Generate the report by clicking on the Run Report or similar button.
   • Review the data presented, which should include the talk times for each agent.

6. Export the Data (Optional):

   • If you need to analyze the data further or share it, use the export option to download the report in a format like CSV or Excel.