DescriptionIn this report for every selected agent the consolidated performance values per ACD group and status are displayed as a sum. ParameterNameame | Value | Description |
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Agents | Image Modified | Selection Agents | ACD-Agent Status | Image Modified | Selection Status |
Selection CriteriaPeriod | 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). | Agents | Agents, whose performance is to be calculated. |
ColumnsGroups |
| The name of the agent followed by the agent number in brackets or group name followed by the group 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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