Description
This report is based on CompressedU.
Columns
The following columns are provided.
Name | Description | Value |
|---|---|---|
Interval | Aggregation depth (in minutes), should be the same for all the rows in the file. | 15 |
date_from | Logging date in format yyyyMMdd | dtIntervalStart |
time | Total state duration (in seconds) | Login_Time |
| agentId | Unique agent ID in the CC platform. Not shown in the reports, but important for the agent mapping. Set to same value as agentName if not available | UsersID |
| agentName | The agent’s login as defined in the CC platform | UsersFirstName |
| Available duration | Total state duration (in seconds) | |
| tot_work_dur | Total time logged in during an interval (in seconds) | Calls_Time |
| pause_dur | Total time in pause mode (in seconds) exclusive wrap_up_dur | Pause_Time |
| wait_dur | Total wait time for an agent waiting for calls (in seconds) | |
| admin_dur | Total “administrative“ time during the interval (in seconds). Time when the agent is not working with (or not available for) queue calls, i.e. part of the pause duration. | |
| direct_out_call_cnt | Number of outbound calls that are NOT queue calls | Outbound_Count |
| direct_out_call_dur | Total talking time for outbound calls (inclusive parking time) for non queue call | Outbound_Time |
| direct_in_call_cnt | Direct inbound calls for each agent that are not queue contacts | |
| direct_in_call_dur | Total talking time for direct inbound calls (for non queue calls) |