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Berechnung:

IFNULL( MAX( CASE
WHEN CONNRES = 1 AND dtCallConnect IS NOT NULL AND dtCallEnd IS NOT NULL THEN
CASE
WHEN dtWhisperEnd IS NOT NULL THEN STRFTIME( '%s', dtCallEnd ) - STRFTIME( '%s', dtWhisperEnd )
ELSE STRFTIME( '%s', dtCallEnd ) - STRFTIME( '%s', dtCallConnect )
END
ELSE 0
END
), 0 ) AS TodayDurationAgentCallsMax,

Anzeige:

#{item['TodayDurationAgentCallsMax']}

Maximale Gesprächslänge der Agentengespräche ohne Whisper Transfer zeit.

(CONNRES=1 --> nur verbundene Gespräche)

IFNULL( SUM( CASE
WHEN CONNRES = 1 AND dtCallConnect IS NOT NULL AND dtCallEnd IS NOT NULL THEN
CASE
WHEN dtWhisperEnd IS NOT NULL THEN STRFTIME( '%s', dtCallEnd ) - STRFTIME( '%s', dtWhisperEnd )
ELSE STRFTIME( '%s', dtCallEnd ) - STRFTIME( '%s', dtCallConnect )
END
ELSE 0
END
), 0 ) AS TodayDurationAgentCalls,

Anzeige:

#{item['TodayGroupCalls'] eq 0 ? 0 : item['TodayDurationAgentCalls'] / item['TodayAgentCalls']}

Durchschnittliche Gesprächslänge der Agentengespräche ohne Whisper Transfer zeit.

(CONNRES=1 --> nur verbundene Gespräche)

Berechnung:

IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL THEN 0
ELSE 1
END
), 0 ) AS TodaySuccessfulAgentCalls, -- All successful agent calls for this group

Anzeige:

#{item['TodayAgentCalls']}

Berechnung:

IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL THEN 0
WHEN nSkillAfterCorrection > nSkillReal THEN 1
ELSE 0
END
), 0 ) AS TodaySuccessfulAgentCallsUpSkill, -- All successful agent calls for this group for upskilled agents

Anzeige:

#{item['TodaySuccessfulAgentCallsUpSkill']}

Berechnung:

IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL THEN 0
WHEN nSkillAfterCorrection = nSkillReal THEN 1
ELSE 0
END
), 0 ) AS TodaySuccessfulAgentCallsSameSkill, -- All successful agent calls for this group

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Berechnung:

IFNULL( SUM( CASE
WHEN dtAgentConnect IS NULL THEN 0
WHEN nSkillAfterCorrection < nSkillReal THEN 1
ELSE 0
END
), 0 ) AS TodaySuccessfulAgentCallsDownSkill, -- All successful agent calls for this for downskilled agents

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