Supervisor - Header Settings
| Variable | Wert |
|---|---|
| $SERVICE_LEVEL_SECONDS |
|
| $STATISTICS_FROM_HOUR |
|
| $STATISTICS_FROM_MINUTE |
|
| $SHORT_HANGUP_SECONDS |
|
| $SERVICE_QUOTA_PERCENT |
|
Daily Statistics - ACD Group (AcdStatisticsPartB)
| Value | Comment |
|---|---|
| Source | AcdStatisticsPartB (Cache) |
| Query | |
| Restriction | For the current ACD group, only completed calls. |
| Meaning | Closed calls for the respective ACD group. |
Supervisor - Daily Statistics - ACD Group
Daily Statistics - Agent Calls (StatisticsPartB)
| Value | Comment |
|---|---|
| Source | AcdStatisticsPartB, StatisticsPartB (CACHE) |
| Query | DataCache_AcdGroups_TodaysStatisticsPartB.sql |
| Restriction | For the displayed ACD group, only completed calls. |
| Meaning | Completed agent calls assigned to the respective ACD group |
Supervisor - Daily Statistics - Agent Calls
| Caption | Meaning | Meaning Totals |
|---|---|---|
| Agent Calls (↑) | The number of calls to agents, who have a higher skill level than configured in the ACD due to a skill correction (Agent Status) Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls". | The sum of the column "Agent Calls (↑)" |
| Agent Calls (↓) | The numer of calls to agents, who have a lower skill level than configured in the ACD due to a skill correction (Agent Status). Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls". | The sum of the column "Agent Calls (↓)" |
| (•) | The number of calls to agents, who don't have a skill correction by Agent Status. Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls". | The sum of the column "Agent Calls (•)" |
| (↑•↓) | The number of calls to agents Note - in this column also forwardings to agents are counted. This number can exceed the number of agent calls in the section "calls". | The sum of the column "Agent Calls (↑•↓)" |
| Duration (Agents) Ø | Average call length of the agent calls without Whisper Transfer Time (only for connected calls) | The total time of the agent calls for the displayed groups divided by the sum "Calls - Agents". |
| Duration (Agents) max. | Maximum call length of the agent calls without Whisper Transfer Time (only for connected calls) | Maximum value of the column "Duration (Agents) max." |
| Post Call Time Ø | Per call the post call time is measured
This time summed for all calls and divided by the number of successful agent calls. This results in the average processing time. | The sum of the processing time for all agent calls divided by the sum "Calls-Agents" |
Supervisor - Daily Statistics - Auto Log Off (AcdStatisticsLogin)
| Value | Comment |
|---|---|
| Source | AcdStatisticsLogin (CACHE) |
| Query | DataCache_AcdGroups_TodaysAgentLoginData.sql |
| Restriction | For the respective ACD group. |
| Meaning | Login / Logout statistics of the agents. |
