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Description
This report contains data about inbound calls cumulated per agents that are logged in to selected ACD groups within a particular time slice. While this report allows you to evaluate the performance - inbound - of agents registered in the groups specified in the input, theACD Agent Performance Report allows you to evaluate the performance - inbound - of agents by specifying them in the input.
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Formula Used | Description |
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CallTime * 100 / LoginTime | Total talking time divided by the total login time multiplied by hundred |
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