Ticker tab

The Ticker tab gives you an overview per queue over your work load and request handling achievements so far this day and this week. It also lets you see details about your logon and pause time for the same periods.

Why do values for Avg. speaktime and Avg.wrap-up time sometimes change more than expected?

• When an agent has answered a call and is still connected, we update this agent's Total Answered, but the shown Avg. speak time and Avg. wrap-up time is not changed since we still don't know what this call's speak time and wrap-up time will be.
• When a call ends, we update Avg. speak time, but as long as the agent is still in wrap-up, the shown Avg. wrap-up time is based on actual wrap-up for the previous calls and this call's pre-defined wrap-up (which might be short or very long), and if agent increased the wrap-up, it's based on pre-defined wrap-up + the added wrap-up time. 
• When a call's wrap-up has ended we, update the Avg. wrap-up time, since now we know the latest call's actual wrap-up.

More information about Ticker can be found here.