> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/monitor-and-report/dialogue-insights/historic-agent-performance.md).

# Historic agent performance

Review agent-level historic performance metrics in Dialogue Insights.

The historic agent performance report shows agent performance for the selected contact centers.

For shared historic report refresh timing, filters, menu, cards, and settings, see [Historic reporting dashboard](/use/monitor-and-report/dialogue-insights/historic-reporting-dashboard.md).

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-7ac045867ceba92e3727aa1d1de7d19245fdaafd%2Fdialogue-insights-historic-agent-performance-overview.png?alt=media" alt="Historic agent performance overview"><figcaption></figcaption></figure>

The screenshots use example data, with titles and labels updated to match the production report.

## Before you start

You need access to the historic agent performance report and to the contact centers you want to review.

## Filter the report

Select a date range and contact centers to refine the report. The selected time zone determines the reporting period. See [Filter the dashboard](/use/monitor-and-report/dialogue-insights/historic-reporting-dashboard.md#filter-the-dashboard) for the date filter and [Change report settings](/use/monitor-and-report/dialogue-insights/historic-reporting-dashboard.md#change-report-settings) to change the time zone.

## Read the cards

The **Average Handle Time** card shows the average time agents were connected to the dialogues they accepted within the selected period and contact centers.

## Read the agent overview table

The agent overview table lists agents assigned to the selected contact centers in the selected time period.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-647b1369b1eb7014dba9b8a1e07c2a60cfd41b91%2Fdialogue-insights-historic-agent-overview-table.png?alt=media" alt="Agent overview table"><figcaption></figcaption></figure>

| Field                    | What it shows                                                                                             |
| ------------------------ | --------------------------------------------------------------------------------------------------------- |
| **Agent**                | Display name of the agent.                                                                                |
| **Invites Accepted**     | Number of invites accepted by this agent in the selected period and contact center.                       |
| **Invites Missed**       | Number of invites missed by this agent in the selected period and contact center.                         |
| **Accept Rate**          | Rate between accepted invites and total invites for this agent in the selected period and contact center. |
| **Avg. Speed of Answer** | Average time this agent took to answer accepted invites.                                                  |
| **Avg. Handle Time**     | Average time this agent was connected to accepted dialogues.                                              |
| **Min. Handle Time**     | Shortest time this agent was connected to an accepted dialogue.                                           |
| **Max. Handle Time**     | Longest time this agent was connected to an accepted dialogue.                                            |
| **Avg. Wrap-Up Time**    | Average time this agent spent in wrap-up after disconnecting from dialogues.                              |


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