...
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentLoginTimeMax_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentLoginTimeMax_Group |
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| scrollPageId | 2D881E6B0177F784CB1606EB0D50E7C7 |
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Logins Time Total Duration
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| AcdB - AcdGetAgentLoginTime_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAgentLoginTime_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentLoginTime_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentLoginTime_Group |
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| scrollPageId | 2D881E6B0177F783EA608E4A65417FB3 |
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Logins Quantity
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| AcdB - AcdGetAgentLoginCount_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAgentLoginCount_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentLoginCount_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentLoginCount_Group |
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| scrollPageId | 2D881E6B0177F781FCD1B35815CDCE8B |
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Calls Answered
| Include+ |
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| AcdB - AcdGetAnsweredCallsAgent_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAnsweredCallsAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAnsweredCallsAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAnsweredCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F78E1C775CB778384650 |
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Tries On Busy
| Include+ |
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| AcdB - AcdGetBusyCallsAgent_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetBusyCallsAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetBusyCallsAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetBusyCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F7911D22F8B9442A6A49 |
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Tries No Answer
| Include+ |
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| AcdB - AcdGetNoAnswerCallsAgent_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetNoAnswerCallsAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetNoAnswerCallsAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetNoAnswerCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F794A8CF9E8570D8311D |
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Auto Logoff Total
| Include+ |
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| AcdB - AcdGetAgentAutoLogOff_Group (Inconsistency between ACD Agent Report 1, 2 and ACD Agent Performance Report) |
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| scrollEditorUrl | /pages/viewpage.action?pageId=35029063 |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentAutoLogOff_Group (Inconsistency between ACD Agent Report 1, 2 and ACD Agent Performance Report) |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOff_Group (Inconsistency between ACD Agent Report 1, 2 and ACD Agent Performance Report) |
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| scrollPageId | 2D881E6B0177F77EB8B5AE8C0D0944D8 |
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Auto Logoff Busy
| Include+ |
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| AcdB - AcdGetAgentAutoLogOffBusy_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAgentAutoLogOffBusy_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentAutoLogOffBusy_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffBusy_Group |
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| scrollPageId | 2D881E6B0177F77FD87EC13665C9FC85 |
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Auto Logoff No Answer
| Include+ |
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| AcdB - AcdGetAgentAutoLogOffNoAnswer_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAgentAutoLogOffNoAnswer_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentAutoLogOffNoAnswer_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffNoAnswer_Group |
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| scrollPageId | 2D881E6B0177F781670B5AA115954207 |
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Auto Logoff Timed
| Include+ |
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| AcdB - AcdGetAgentAutoLogOffDaemon_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetAgentAutoLogOffDaemon_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetAgentAutoLogOffDaemon_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffDaemon_Group |
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| scrollPageId | 2D881E6B0177F7809FA8C8C07A4CF23F |
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|
Call Time Average Duration
Formula Used | Description |
|---|
AcdGetTalkingDurationAgent_Group / AcdGetAnsweredCallsAgent_Group | Total calls duration divided by the number of answered calls in the ACD group(s) in which the selected agent is logged in within a particular time slice |
Call Time Max. Duration
| Include+ |
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| AcdB - AcdGetTalkingDurationAgentMax_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetTalkingDurationAgentMax_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetTalkingDurationAgentMax_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetTalkingDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79DF7A377A63DD0FA2A |
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Call Time Total Duration
| Include+ |
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| AcdB - AcdGetTalkingDurationAgent_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetTalkingDurationAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetTalkingDurationAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetTalkingDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F79D13E9BF07030B2D9E |
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Break Time Average Duration
Formula Used | Description |
|---|
AcdGetBreakingDurationAgent_Group / AcdGetBreakingCountAgent_Group | Breaking time divided by the number of Breaking Time in the current ACD group within a particular time slice |
Break Time Max. Duration
| Include+ |
|---|
| AcdB -AcdGetBreakingDurationAgentMax_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-AcdGetBreakingDurationAgentMax_Group |
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| spaceKey | JPW |
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| AcdB -AcdGetBreakingDurationAgentMax_Group |
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| scrollEditorDisplayTitle | AcdB -AcdGetBreakingDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79015C89AEE5751D84D |
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Break Time Total Duration
| Include+ |
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| AcdB - AcdGetBreakingDurationAgent_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetBreakingDurationAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetBreakingDurationAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetBreakingDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F78F81791A142F87CAD9 |
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|
Post Call Time Average Duration
Formula Used | Description |
|---|
AcdGetPostCallDurationAgent_Group / AcdGetPostCallCountAgent_Group | Total post call time divided by the number of Post Calls in the current ACD group within a particular time slice |
Post Call Time Max. Duration
| Include+ |
|---|
| AcdB - AcdGetPostCallDurationAgentMax_Group |
|---|
| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetPostCallDurationAgentMax_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetPostCallDurationAgentMax_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetPostCallDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79877AAE3F629D7B966 |
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|
Post Call Time Total Duration
| Include+ |
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| AcdB - AcdGetPostCallDurationAgent_Group |
|---|
| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetPostCallDurationAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetPostCallDurationAgent_Group |
|---|
| scrollEditorDisplayTitle | AcdB - AcdGetPostCallDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F797B974A0036A38A735 |
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|
Enquiry Time Average Duration
Formula Used | Description |
|---|
AcdGetEnquiryCountAgent_Group / AcdGetEnquiryCountAgent_Group | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Enquiry Time Max. Duration
| Include+ |
|---|
| AcdB - AcdGetEnquiryDurationAgentMax_Group |
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| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetEnquiryDurationAgentMax_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetEnquiryDurationAgentMax_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetEnquiryDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F793023D1323165EF3B4 |
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|
Enquiry Time Total Duration
| Include+ |
|---|
| AcdB - AcdGetEnquiryDurationAgent_Group |
|---|
| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetEnquiryDurationAgent_Group |
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| spaceKey | JPW |
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| AcdB - AcdGetEnquiryDurationAgent_Group |
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| scrollEditorDisplayTitle | AcdB - AcdGetEnquiryDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F79261F9BE56189AE078 |
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|
Ringing Time Average Duration
Formula Used | Description |
|---|
AcdGetRingingDurationAgent_Group / AcdGetRingingCalls_Group | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Ringing Time Max. Duration
| Include+ |
|---|
| AcdB - AcdGetRingingDurationMaxAgent_Group |
|---|
| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetRingingDurationMaxAgent_Group |
|---|
| spaceKey | JPW |
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| AcdB - AcdGetRingingDurationMaxAgent_Group |
|---|
| scrollEditorDisplayTitle | AcdB - AcdGetRingingDurationMaxAgent_Group |
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| scrollPageId | 2D881E6B0177F79C364FF1E67021B823 |
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|
Ringing Time Total Duration
| Include+ |
|---|
| AcdB - AcdGetRingingDurationAgent_Group |
|---|
| scrollEditorUrl | /display/JPW/AcdB+-+AcdGetRingingDurationAgent_Group |
|---|
| spaceKey | JPW |
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| AcdB - AcdGetRingingDurationAgent_Group |
|---|
| scrollEditorDisplayTitle | AcdB - AcdGetRingingDurationAgent_Group |
|---|
| scrollPageId | 2D881E6B0177F79B454DA2A00CD88FBC |
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|
Occupancy ( % )
Formula Used | Description |
|---|
AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group | Total talking time divided by the total login time multiplied by hundred |
