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In this report for every selected agent the status transitions (excluding post call) with time stamp and further information per ACD group is displayed.
Selection Criteria
Period | All status transitions are listed, whose start point falls within the set time interval. |
Groups | Groups, whose agents are to be considered in the report. |
Agents | Agents, who are to be considered in the report. |
Columns
Groups |
| The name of the agent followed by the agent number in brackets or group name followed by the group number in brackets |
ACD Agent Status
| Start | Time of the status change |
End | Last time the agent in this group was in this status |
Name | Name of the agent status |
Log Type |
| Trigger of the status change - Supervisor: The status change was carried out by a supervisor using the corresponding function in the web portal.
- Web: The status change was carried out by the agent himself using the corresponding function in the web portal.
- Auto Logout (<cause>): The status change was carried out automatically by the system. Possible causes:
- Total: The agent was logged out because of the treshold value set for the group or by the user for total missed calls.
- No Answer: The agent was logged out because of the treshold value set for the group or by the user for not answered calls.
- Busy: The agent was logged out because of the treshold value set for the group or by the user for missed calls caused by a busy line.
- Automatic: The agent was logged out because of a time control
- IVR: The status change was carried out by the agent himself using the corresponding function in an IVR dialogue.
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