Sv translation

language	en

Table of Contents

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type	flat

Description

This report contains data about inbound calls per selected agents in the ACD group(s) in which they are logged in within a particular time slice. While this report allows you to evaluate the performance - inbound calls- of agents by specifying them in the input, the report ACD Agent Report 1 allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input. ACD Agent Report 2 rather allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input. While ACD Agent Report 1 contains data cumulated per agent then per selected ACD group in which he is logged in, ACD Agent Report 2 contains data cumulated per agent over all selected ACD groups in which he is logged in.

Sample Execution (Input) → Sample Report (Output)

This report is optimised for the following output formats:

Status

subtle	true
colour	Red
title	PDF

Status

subtle	true
colour	Green
title	XLS

Status

subtle	true
colour	Blue
title	HTML

Columns

The following columns are provided.

Legend

Table	Alias
StatisticsPartA (See also Table Reference - StatisticsPartA (A) )	a
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) )	acdb
StatisticsPartB (See also Table Reference - StatisticsPartB (B) )	b
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin)	login

Logins - Ø Duration

Formula Used	Description
AcdGetAgentLoginTime_Group / AcdGetAgentLoginCount_Group	Total duration of the login time duration divided by the number of logins of the current agent in the ACD group(s) within a particular time slice

Logins - Max. Duration

Include+

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Logins - Total Duration

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Logins - Quantity

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Calls - Serviced

Include+

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Calls - Busy

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Calls - No Answer

Include+

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Auto Logoff - Total

Include+

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Auto Logoff - Busy

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Auto Logoff - No Answer

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Auto Logoff - Timed

Include+

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Call Time - Ø Duration

Formula Used	Description
AcdGetTalkingDurationAgent_Group / AcdGetAnsweredCallsAgent_Group	Total calls duration divided by the number of answered calls in the ACD group(s) in which the selected agent is logged in within a particular time slice

Call Time - Max. Duration

Include+

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Call Time - Total Duration

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Break Time - Ø Duration

Formula Used	Description
AcdGetBreakingDurationAgent_Group / AcdGetBreakingCountAgent_Group	Breaking time divided by the number of Breaking Time in the current ACD group within a particular time slice

Break Time - Max. Duration

Include+

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Break Time - Total Duration

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Post Call Time - Ø Duration

Formula Used	Description
AcdGetPostCallDurationAgent_Group / AcdGetPostCallCountAgent_Group	Total post call time divided by the number of Post Calls in the current ACD group within a particular time slice

Post Call Time - Max. Duration

Include+

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Post Call Time - Total Duration

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Enquiry Time - Ø Duration

Formula Used	Description
AcdGetEnquiryCountAgent_Group / AcdGetEnquiryCountAgent_Group	Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice

Enquiry Time - Max. Duration

Include+

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Enquiry Time - Total Duration

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Ringing Time - Ø Duration

Formula Used	Description
AcdGetRingingDurationAgent_Group / AcdGetRingingCalls_Group	Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice

Ringing Time - Max. Duration

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Ringing Time - Total Duration

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Occupancy ( % )

Formula Used	Description
AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group	Total talking time divided by the total login time multiplied by hundred

Table of Contents

maxLevel	2
outline	true
type	flat

...

Page tree

Versions Compared

Old Version 19

New Version 20

Key

Description

Sample Execution (Input) → Sample Report (Output)

Columns

Legend

Logins - Ø Duration

Logins - Max. Duration

Logins - Total Duration

Logins - Quantity

Calls - Serviced

Calls - Busy

Calls - No Answer

Auto Logoff - Total

Auto Logoff - Busy

Auto Logoff - No Answer

Auto Logoff - Timed

Call Time - Ø Duration

Call Time - Max. Duration

Call Time - Total Duration

Break Time - Ø Duration

Break Time - Max. Duration

Break Time - Total Duration

Post Call Time - Ø Duration

Post Call Time - Max. Duration

Post Call Time - Total Duration

Enquiry Time - Ø Duration

Enquiry Time - Max. Duration

Enquiry Time - Total Duration

Ringing Time - Ø Duration

Ringing Time - Max. Duration

Ringing Time - Total Duration

Occupancy ( % )

Page tree

Page History

Versions Compared

Old Version 19

New Version 20

Key

Description

Sample Execution (Input) → Sample Report (Output)

Columns

Legend

Logins - Ø Duration

Logins - Max. Duration

Logins - Total Duration

Logins - Quantity

Calls - Serviced

Calls - Busy

Calls - No Answer

Auto Logoff - Total

Auto Logoff - Busy

Auto Logoff - No Answer

Auto Logoff - Timed

Call Time - Ø Duration

Call Time - Max. Duration

Call Time - Total Duration

Break Time - Ø Duration

Break Time - Max. Duration

Break Time - Total Duration

Post Call Time - Ø Duration

Post Call Time - Max. Duration

Post Call Time - Total Duration

Enquiry Time - Ø Duration

Enquiry Time - Max. Duration

Enquiry Time - Total Duration

Ringing Time - Ø Duration

Ringing Time - Max. Duration

Ringing Time - Total Duration

Occupancy ( % )