Description

This report contains data - presented individually per agent - for inbound calls distributed to an agent via the selected ACD groups within a particular time slice. While this report allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input, the report ACD Agent Performance Report allows you to evaluate the performance - inbound calls- of agents by specifying them in the input.

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 - Total Duration

Logins - Quantity

Calls - Serviced

Calls - Busy

Calls - No Answer

Auto Logoff - Total

Auto Logoff - Busy

Auto Logoff - No Answer

Auto Logoff - Timed

Call Time - Ø Duration

Formula Used	Description
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

Call Time - Max. Duration

Call Time - Total Duration

Break Time - Ø Duration

Formula Used	Description
AcdGetBreakingDurationAgent_Group / AcdGetBreakingCountAgent_Group	Breaking time divided by the number of Breaking Time in the current ACD group within a particular time slice

Break Time - Max. Duration

Break Time - Total Duration

Post Call Time - Ø Duration

Formula Used	Description
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

Post Call Time - Max. Duration

Post Call Time - Total Duration

Enquiry Time - Ø Duration

Formula Used	Description
AcdGetEnquiryCountAgent_Group / AcdGetEnquiryCountAgent_Group	Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice

Enquiry Time - Max. Duration

Ringing Time - Ø Duration

Formula Used	Description
AcdGetRingingDurationAgent_Group / AcdGetRingingCalls_Group	Total enquiry time divided by the number of enquiries in the current ACD group within a particular time slice

Ringing Time - Max. Duration

Ringing Time - Total Duration

Occupancy ( % )

Formula Used	Description
AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group	Total talking time divided by the total login time multiplied by hundred