In this report for every selected group the consolidated performance values per agent and status are displayed as a sum.
Selection Criteria
Period | Agent status will be considered exactly within the time intervals and the proportionate duration are calculated. For calls, the group entry within the time intervals is relevant. Call duration/ringing time will be calculated completely (thus also in case of exceedance of a time interval). |
Groups | Groups, whose performance is to be calculated. |
Columns
Agent | Name of the group followed by the group number in brackets or agent name followed by the agent number in brackets | |
ACD Agent Status | Name | The name of the ACD agent status value |
Counter | Number transitions in this status | |
Min. Duration | Shortest retention time in this status | |
Max. Duration | Longest retention time in this status | |
Average Duration | Average retention time in this status |