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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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The following columns are provided.
Legend
Table | Alias |
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StatisticsPartO (See also Table Reference - StatisticsPartO ) | o |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
Logins Total Duration
Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
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login.bGroupLoggedIn = 1 AND login.StatusDuration IS NOT NULL | Total duration of the current agent’s Logins time in the ACD group(s) in which he was logged in within a particular time slice. |
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Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
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login.bGroupLoggedIn = 1 AND login.StatusDuration IS NOT NULL | The amount of time the current agent changed his status from one to another in the ACD group(s) in which he was logged in within a particular time slice. |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 AND bAND b.CONNRES = 1 AND acdbAND acdb.dtAgentConnect IS NOT NULL | All inbound calls routed to the ACD group(s) in which the current agent was logged in and that were successful connected to the him within a particular time slice. See also Value Reference - CONNRES |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 AND bAND b.CONNRES IN (3, 5, 6) | All inbound calls routed to the ACD group(s) in which the current agent was logged in, that were distributed to him within a particular time slice and
See also Value Reference - CONNRES |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 AND ( b.CONNRES NOT IN (1, 3, 4, 5, 6) OR ( b.CONNRES = 1 AND acdb.dtAgentConnect IS NULL ) ) | All inbound calls routed to the ACD group(s) in which the current agent was logged in and that were not connected to the him within a particular time slice because
See also Value Reference - CONNRES |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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login.LoginActionCode in (6) | The amount of time the current agent were automatically logged off from the ACD group in which he was logged in because the “maximum missed calls - All” set in this ACD group was reached. |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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login.LoginActionCode = 8 | The amount of time the current agent were automatically logged off from the ACD group in which he was logged in because the “maximum missed calls - Busy” set in this ACD group was reached. |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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login.LoginActionCode = 9 | The amount of time the current agent were automatically logged off from the ACD group(s) in which he was logged in because the “maximum missed calls - no answer” set in this ACD group was reached. |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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login.LoginActionCode = 7 | The amount of time the selected agent were automatically logged off from the ACD group in which he was logged in because he was logged off automatically at the time specified in the ACD group or user settings. |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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IF (b.dtWhisperEnd IS NULL) THEN max (b.dtCallEnd - b.dtCallConnect) ELSE max (b.dtCallEnd - b.dtWhisperEnd) WHERE acdb.bOutbound = 0 AND b.CONNRES = 1 AND b.dtCallConnect IS NOT NULL | Maximum call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice. See also Value Reference - CONNRES |
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Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
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IF (b.dtWhisperEnd IS NULL) THEN sum (b.dtCallEnd - b.dtCallConnect) ELSE sum (b.dtCallEnd - b.dtWhisperEnd) WHERE acdb.bOutbound = 0 AND b.CONNRES = 1 AND bAND b.dtCallConnect IS NOT NULL | Total call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice. See also Value Reference - CONNRES |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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login.bGroupLoggedIn = 1 | Total breaking time of the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 AND bAND b.PostCallInterval > 0 AND bAND b.CONNRES = 1 | Maximum duration of the current agent in a status manual postcall and/or automatic postcall after status manual postcall and/or automatic postcall after the end of the call flow in the ACD group(s) in which he was logged in within a particular time slice. See also Value Reference - CONNRES |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 AND bAND b.PostCallInterval > 0 AND bAND b.CONNRES = 1 | Total duration of the current agent in a status manual postcall and/or automatic postcall after status manual postcall and/or automatic postcall after the end of the call flow in the ACD group(s) in which he was logged in within a particular time slice. See also Value Reference - CONNRES |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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IF (b.dtEnquiryEnd IS NULL) THEN max (b.dtCallEnd - b.dtEnquiryStart) ELSE max (b.dtEnquiryEnd - b.dtEnquiryStart) WHERE acdb.bOutbound = 0 | Maximum duration of enquiry calls made by the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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SUM( IF( b.dtEnquiryStart IS NOT NULL, 1, 0 ) ) WHERE acdb.bOutbound = 0 | The amount of enquiry calls made by the current agent in the ACD group(s) in which he was logged in within a particular time slice. |
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Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
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max (b. dtCallConnect - b.dtCallStart) WHERE acdb.bOutbound = 0 | Maximum duration of ringing time on the phone line of the current agent in the ACD group(s) in which he is logged in within a particular time slice. |
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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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