DescriptionIn this report for every selected agent and agent status, the consolidated status times and counters are summed up over the selected interval. Selection CriteriaPeriod | Agent status will be considered exactly within the time intervals specified. | Agents | Agents, whose performance is to be calculated. | Agent Status | Agent Status which are to be included in the final report. |
ColumnsACD Agent Status
| Name | The name of the ACD agent status value | Counter | Number transitions in this status | Min. Duration (s) | Shortest retention time in this status (s) | Min. Duration (HH:mm:ss) | Shortest retention time in this status (HH:mm:ss) | Max. Duration (s) | Longest retention time in this status (s) | Max. Duration (HH:mm:ss) | Longest retention time in this status (HH:mm:ss) | Average Duration (s) | Average retention time in this status (s) | Average Duration (HH:mm:ss) | Average retention time in this status (HH:mm:ss) | Total Duration (s) | Total retention time in this status (s) | Total Duration (HH:mm:ss) | Total retention time in this status (HH:mm:ss) |
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