Description
This report contains data about inbound calls per selected agents in the ACD group(s) in which they are logged in within a particular time slice. While this report allows you to evaluate the performance - inbound calls- of agents by specifying them in the input, the report ACD Agent Report 1 allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input. ACD Agent Report 2 rather allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input. While ACD Agent Report 1 contains data cumulated per agent then per selected ACD group in which he is logged in, ACD Agent Report 2 contains data cumulated per agent over all selected ACD groups in which he is logged in.
Selection Criteria
Output Formats
This report is optimised for the following output formats: PDF HTML
Sample Execution (Input)
Sample Report (Output)
Columns
The following columns are provided.
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 |
Logins Time Average Duration
Formula Used | Description |
|---|---|
AcdGetAgentLoginTime_Group / AcdGetAgentLoginCount_Group | Total duration of the login time duration divided by the number of logins of the current agent in the ACD group(s) within a particular time slice |
Login Time Max. Duration
Criteria Used (see also AcdB - ACD Groups KPIs ) Description login.bGroupLoggedIn = 1 AND login.StatusDuration IS NOT NULL The maximum login time of the current agent in a status in an ACD group within a particular time slice.AcdB - AcdGetAgentLoginTimeMax_Group