Description
In this report for every selected group the consolidated performance values per agent and status are displayed as a sum.
Settings of the Report
In addition to the standard settings "Output format" and "Period", the following additional settings are available
| Name | Value | Description |
|---|---|---|
| Groups |
| Selection of the groups for which the report is to be created |
| ACD Agent Status |
| Selection of the states for which the report is to be created |
Selection Criteria
| Criterion | Description |
|---|---|
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). |
Groups | Groups, whose performance is to be calculated. |
Columns
| Name | Value | |
|---|---|---|
Agent | Name of the group followed by the group number in brackets or agent name followed by the agent 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 | |