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Description
This report contains cumulated data about transaction codes set by the selected agents during or at the end of in- and outbound calls within a particular time slice.
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The following columns are provided.
Legend
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Table
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Alias
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StatisticsPartA (See also Table Reference - StatisticsPartA (A) )
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a
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AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )
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acdb
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StatisticsPartB (See also Table Reference - StatisticsPartB (B) )
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Name | DescriptionCriteria Used | |
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Transaction code - Names | The name of the transaction code | |
Transaction code - Export Keys | The export key of the transaction | |
Counter - TC Entries | The amount of time the current transaction code was setCOUNT(*) | |
Average Duration - TC avg. Edit | The average duration need by the selected agents to set this transaction codeSUM( b.CallSeconds + b.PostCallInterval ) / COUNT(*) | |
Total - Duration - TC total edit | The total duration need by the selected agents to set this transaction code. | SUM( b.CallSeconds + b.PostCallInterval ) |
Percent - Percent all TCs | The ratio in percent between the amount of time the current transaction code was set and the total amount of time all transaction codes was set | Current TCs Entries * 100 / Total TCs Entries |
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