In this report for every selected agent the consolidated performance values per ACD group and status are displayed as a sum.
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). |
Agents | Agents, whose performance is to be calculated. |
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 | 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 | |
Total Duration | Total retention time in this status |