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| Name | Description | Criteria Used | |||
|---|---|---|---|---|---|
Agents - Agent | Name of the selected Agent | Sessions - Session | Name of the browser session where the agent was logged in | ||
Date / Time - Login | The time stamp when the current agent logged into the browser session | dtLogin | |||
Date / Time - Logout | The time stamp when the current agent logged out from the browser session | dtLogout bAcdLoggedIn = 0 | |||
Counter - Connected | The total number of call successfully connected to the current agent in the current session over the time period chosen | b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout | |||
Duration - Login Duration | The total login time duration of the current agent in the current browser session | dtLogout - dtLogin | |||
Duration - Inbound Calls | The total duration of inbound calls answered by the current agent in the current browser session. | IF b.dtCallEnd IS NOT NULL THEN b.dtCallEnd - b.dtCallStart ELSE dtLogout - b.dtCallStart b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout | |||
Duration - Available | How long the current agent was in a status allowing inbound calls in the current browser session. | IF login.dtEndStatus IS NOT NULL THEN login.dtEndStatus - login.dtCreated ELSE dtLogout - login.dtCreated b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout AcdAgentStatus.bCalls = 1 | |||
Start | |||||
Ringing | |||||
Connected | |||||
End | |||||
Total | |||||
Inbound | |||||
Outbound | |||||
Dialler | |||||
Remote Tel. | |||||
Agent Tel | |||||
Ringing Time | |||||
Call Time(s) | |||||
Connected | |||||
Busy | |||||
No Answer | |||||
Stopped | |||||
Invalid | |||||
Service Number | |||||
Dialler Campaign | |||||
Contact | |||||
User Data | |||||
Result Code | |||||
Done | |||||
Aborted | |||||
Appointment | |||||
Delay | Duration - Not Available | How long the current agent was in a status not allowing inbound calls in the current browser session. | IF login.dtEndStatus IS NOT NULL THEN login.dtEndStatus - login.dtCreated ELSE dtLogout - login.dtCreated b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout AcdAgentStatus.bCalls = 1 AcdAgentStatus.bLoggedIn = 1 |
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