Description

In this report for every selected agent the status transitions (excluding post call) with time stamp and further information per ACD group is displayed.

Settings of the Report

Neben den Standardeinstellungen "Ausgabeformat" und "Zeitraum" stehen folgende weitere Einstellungen zur Verfügung:

NameValueDescription
Groups

Selection of the groups for which the report is to be created
Agents

Selection of the Agents for which the report is to be created

Selection Criteria

CriterionDescription

Period

All status transitions are listed, whose start point falls within the set time interval.

Groups

Groups, whose agents are to be considered in the report.

Agents

Agents, who are to be considered in the report.

Columns

NameValue

Groups


The name of the agent followed by the agent number in brackets or group name followed by the group number in brackets

ACD Agent Status


Start

Time of the status change

End

Last time the agent in this group was in this status

Name

Name of the agent status

Log Type


Trigger of the status change

  • Supervisor: The status change was carried out by a supervisor using the corresponding function in the web portal.
  • Web: The status change was carried out by the agent himself using the corresponding function in the web portal.
  • Auto Logout (<cause>): The status change was carried out automatically by the system. Possible causes:
    • Total: The agent was logged out because of the treshold value set for the group or by the user for total missed calls.
    • No Answer: The agent was logged out because of the treshold value set for the group or by the user for not answered calls.
    • Busy: The agent was logged out because of the treshold value set for the group or by the user for missed calls caused by a busy line.
    • Automatic: The agent was logged out because of a time control
    • IVR: The status change was carried out by the agent himself using the corresponding function in an IVR dialogue.
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