...
This report contains data about the different browser sessions in which each selected agent was logged in. It also display displays when the session started and ended, how long each session lastlasted, the number of incoming calls connected to the agent during each session, the total duration of these calls and the availability of the agent during each session. The data are aggregated over agent then over opened sessions.
...
This report is optimised for the following output formats:
| Status | ||||||
|---|---|---|---|---|---|---|
|
| Status | ||||||
|---|---|---|---|---|---|---|
|
Column
Legend
Table | Alias | ||
|---|---|---|---|
StatisticsPartO (See also Table Reference - StatisticsPartO ) | o | ||
| StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b | StatisticsPartA (See also Table Reference - StatisticsPartA (A) )a | |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb | ||
| AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
...
| Name | Description | Criteria Used | |
|---|---|---|---|
Agents - Agent | Name of the selected Agent | ||
Sessions - Session | Name of the browser session where the agent was logged in | ||
Date / Time - Login | The time stamp when the current agent logged into the browser session | dtLogin | |
Date / Time - Logout | The time stamp when the current agent logged out from the browser session | dtLogout bAcdLoggedIn = 0 login.dtCreated > dtLogin | |
Counter - Connected | The total number of call successfully connected to the current agent in the current session over the time period chosen | COUNT(*) b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout | |
Duration - Login Duration | The total login time duration of the current agent in the current browser session | dtLogout - dtLogin | |
Duration - | Inbound Calls | The total duration of inbound calls answered by the current agent in the current browser session. | IF SUM( IFNULL(b.dtCallEnd IS NOT NULL THEN b.dtCallEnd - b.dtCallStart ELSE dtLogout , dtLogout) - b.dtCallStart) b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout |
Duration - Available | How long the current agent was in a status allowing inbound calls in the current browser session. | IF SUM( IFNULL(login.dtEndStatus IS NOT NULL THEN login.dtEndStatus - login.dtCreated ELSE dtLogout , dtLogout) - login.dtCreated) b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout AcdAgentStatus.bCalls = 1 | |
Duration - Not Available | How long the current agent was in a status not allowing inbound calls in the current browser session. | IF SUM( IFNULL(login.dtEndStatus IS NOT NULL THEN login.dtEndStatus , dtLogout) - login.dtCreated ELSE dtLogout - ) login.dtCreatedAcdGroupsID IS NULL b.dtCallConnect >= dtLogin b.dtCallConnect <= dtLogout AcdAgentStatus.bCalls = 10 AcdAgentStatus.bLoggedIn = 1 |
...