Our team uses TalkDesk to run reports on our agents on a daily basis to ensure that they are meeting set expectations. The reports I use frequently include the ‘Calls’, ‘Agents Report’, ‘Inbound’, ‘Service Level’, and a custom report. It allows us to recognize areas of weakness and strengths and use those reports to train and coach on these areas with our agents. Some business problems we have run into are seldom, but we do have them on the occasion. I have noticed that when calls are answered by an agent and then transferred to another phone number, that agent’s call and talk time do not reflect those transferred calls in the ‘Agents Report’. In addition, there is a bit of a delay when the agent ends the call/moves to a different status, ie: ‘After Call Work’, ‘Away’, and ‘Available’ versus real-time. When trying to ensure agents are staying focused and on task, this does cause a slight worry on the occasion, but nothing that vitally affects their day. Hope this helps!