Which reports could be used to identify the most productive agents at a company?

Identifying the most productive agents in a company can be effectively achieved using the Average Talk Time report. This report provides valuable insights into the efficiency and productivity of agents by measuring the average duration of conversations they have with customers. A lower average talk time may indicate that an agent is efficiently resolving customer inquiries or issues, suggesting higher productivity.

Furthermore, understanding average talk time in conjunction with other metrics, such as the number of calls handled or issues resolved, can paint a broader picture of an agent's performance. It highlights agents who not only spend less time on calls but also maintain a service quality that meets company standards.

While other reports could potentially contribute to assessing productivity in different ways, the Average Talk Time specifically focuses on a quantifiable aspect of interaction that directly relates to agents' effectiveness in their roles.