| Table of Contents |
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| maxLevel | 2 |
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| outline | true |
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| type | flat |
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Description
This report contains data - presented individually per agent - for inbound calls distributed to an agent via the selected ACD groups within a particular time slice. While this report allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input, the report ACD Agent Performance Report allows you to evaluate the performance - inbound calls- of agents by specifying them in the input.
This report is optimised for the following output formats:
| Status |
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| subtle | true |
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| colour | Red |
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| title | PDF |
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| Status |
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| subtle | true |
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| colour | Blue |
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| title | HTML |
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Columns
The following columns are provided.
Legend
Logins Time - Total Duration
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentLoginTime_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentLoginTime_Group |
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| scrollPageId | 2D881E6B0177F783EA608E4A65417FB3 |
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Logins - Quantity
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentLoginCount_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentLoginCount_Group |
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| scrollPageId | 2D881E6B0177F781FCD1B35815CDCE8B |
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Calls - Serviced
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAnsweredCallsAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAnsweredCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F78E1C775CB778384650 |
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Calls - Busy
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetBusyCallsAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetBusyCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F7911D22F8B9442A6A49 |
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Calls - No Answer
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetNoAnswerCallsAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetNoAnswerCallsAgent_Group |
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| scrollPageId | 2D881E6B0177F794A8CF9E8570D8311D |
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Auto Logoff - Total
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentAutoLogOff_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOff_Group |
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| scrollPageId | 2D881E6B0177F77EB8B5AE8C0D0944D8 |
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Auto Logoff - Busy
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentAutoLogOffBusy_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffBusy_Group |
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| scrollPageId | 2D881E6B0177F77FD87EC13665C9FC85 |
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Auto Logoff - No Answer
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentAutoLogOffNoAnswer_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffNoAnswer_Group |
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| scrollPageId | 2D881E6B0177F781670B5AA115954207 |
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Auto Logoff - Timed
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetAgentAutoLogOffDaemon_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetAgentAutoLogOffDaemon_Group |
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| scrollPageId | 2D881E6B0177F7809FA8C8C07A4CF23F |
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Call Time - Ø Duration
Formula Used | Description |
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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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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetTalkingDurationAgentMax_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetTalkingDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79DF7A377A63DD0FA2A |
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Call Time - Total Duration
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetTalkingDurationAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetTalkingDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F79D13E9BF07030B2D9E |
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Break Time - Ø Duration
Formula Used | Description |
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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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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-AcdGetBreakingDurationAgentMax_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB -AcdGetBreakingDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79015C89AEE5751D84D |
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Break Time - Total Duration
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetBreakingDurationAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetBreakingDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F78F81791A142F87CAD9 |
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Post Call Time - Ø Duration
Formula Used | Description |
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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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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetPostCallDurationAgentMax_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetPostCallDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F79877AAE3F629D7B966 |
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|
Post Call Time - Total Duration
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetPostCallDurationAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetPostCallDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F797B974A0036A38A735 |
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Enquiry Time - Ø Duration
Formula Used | Description |
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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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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetEnquiryDurationAgentMax_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetEnquiryDurationAgentMax_Group |
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| scrollPageId | 2D881E6B0177F793023D1323165EF3B4 |
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Ringing Time - Ø Duration
Formula Used | Description |
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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
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetRingingDurationMaxAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetRingingDurationMaxAgent_Group |
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| scrollPageId | 2D881E6B0177F79C364FF1E67021B823 |
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Ringing Time - Total Duration
| Include+ |
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| scrollEditorUrl | https://wiki.jtel.de/display/JPW/AcdB+-+AcdGetRingingDurationAgent_Group |
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| spaceKey | JPW |
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| scrollEditorDisplayTitle | AcdB - AcdGetRingingDurationAgent_Group |
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| scrollPageId | 2D881E6B0177F79B454DA2A00CD88FBC |
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Occupancy ( % )
Formula Used | Description |
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AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group | Total talking time divided by the total login time multiplied by hundred |
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