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What do wait time, lagged, customer, and dead mean on an agent time detailed report?

Wait - Total Time the agent has been waiting for a call
Lagged - Time that the agent client has been out of contact from the server (If you have a lot of these you might want to start troubleshooting)
Customer - Total time actually spent conversing with the customer on a live call.
Dead - Total time the agent spends between the customer hanging up before hanging up themselves and actually wrapping up the call.

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