DescriptionIn this report for every selected group the consolidated performance values per agent and status are displayed as a sum. Settings of the ReportIn addition to the standard settings "Output format" and "Period", the following additional settings are available | Name | Value | Description |
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| Groups | | Selection of the groups for which the report is to be created | | ACD Agent Status | | Selection of the states for which the report is to be created |
Selection Criteria| Criterion | Description |
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Period | Agent status will be considered exactly within the time intervals and the proportionate duration are calculated. For calls, the group entry within the time intervals is relevant. Call duration/ringing time will be calculated completely (thus also in case of exceedance of a time interval). | Groups | Groups, whose performance is to be calculated. |
Columns| Name | Value |
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Agent |
| Name of the group followed by the group number in brackets or agent name followed by the agent number in brackets | ACD Agent Status
| Name | The name of the ACD agent status value | Counter | Number transitions in this status | Min. Duration | Shortest retention time in this status | Max. Duration | Longest retention time in this status | Average Duration | Average retention time in this status | | Total Duration | Total retention time in this status |
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