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.
The following columns are provided.
Table | Alias |
---|---|
StatisticsPartA (See also Table Reference - StatisticsPartA (A) ) | a |
AcdStatisticsPartB (See also Table Reference - AcdStatisticsPartB (AcdB) ) | acdb |
StatisticsPartB (See also Table Reference - StatisticsPartB (B) ) | b |
AcdStatisticsLogin (See also Table Reference - AcdStatisticsLogin) | login |
Formula Used | Description |
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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 |
Formula Used | Description |
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AcdGetTalkingDurationAgent_Group / AcdGetAnsweredCallsAgent_Group | Total calls duration divided by the number of answered calls in the ACD group(s) in which the selected agent is logged in within a particular time slice |
Formula Used | Description |
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AcdGetBreakingDurationAgent_Group / AcdGetBreakingCountAgent_Group | Breaking time divided by the number of Breaking Time in the current ACD group within a particular time slice |
Formula Used | Description |
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AcdGetPostCallDurationAgent_Group / AcdGetPostCallCountAgent_Group | Total post call time divided by the number of Post Calls in the current ACD group within a particular time slice |
Formula Used | Description |
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AcdGetEnquiryCountAgent_Group / AcdGetEnquiryCountAgent_Group | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Formula Used | Description |
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AcdGetRingingDurationAgent_Group / AcdGetRingingCalls_Group | Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice |
Formula Used | Description |
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AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group | Total talking time divided by the total login time multiplied by hundred |