Table of Contents

Agent Details

Function

Agent Details

Agent Details

  • Select the time range of the report

Agent Details

  • Select how to list the result, view in page or export to excel/csv file

Statistics

  • Agent No.
  • Agent Name:Account Name in Agent → advanced
  • Agent Group
  • Call Date
  • Dialin Count: calls agent received, include calls from customer or transferred from other agents
  • Dialin Answered Count: calls agent answered
  • Avg. Dialin Answered: average talking time for inbound calls
  • Avg. Dialin Ringing: average ringing time for inbound calls
  • Dialin Talking Duration: total talking time for inbound calls
  • Dialin Duration: total duration for inbound calls, including ringing
  • Dialout Count: calls agent made
  • Dialout Answered Count: calls agent made and answered
  • Avg. Dialout Answered: average talking time for outbound calls
  • Avg. Dialout Ringing: average ringing time for outbound calls
  • Dialout Talking Duration: total talking time for outbound calls
  • Dialout Duration: total outbound calls duration
  • Dialin Consult Count total consult times for inbound calls
  • Avg. Dialin Consult: average consult duration for inbound calls
  • Dialout Consult Count: total consult times for outbound calls
  • Avg. Dialout Consult: average consult duration for outbound calls
  • Dialin Conf Count: total conference times for inbound calls
  • Avg. Dialin Conf: average conference duration for inbound calls
  • Dialout Conf Count: total conference times for outbound calls
  • Avg. Dialout Conf: average conference times for outbound calls
  • Dialin Transfer Count: transferred times for inbound calls
  • Dialout Transfer Count: transferred times for outbound calls
  • ACW Count: total ACW times
  • ACW Duration: total ACW duration
  • Avg. ACW Duration: average ACW duration
  • Onhold Count: total times when agent put customer on hold
  • Avg. Onhold Duration: average onhold duration
  • Login Duration: total agent login duration
  • Check-in Duration: total agent check-in duration
  • Check-in Duration/8: usually agent will work 8 hrs per day, this is used to get the percentage of check-in time
  • Busy Duration: duration when agent pause himself
  • Busy Percentage: (Busy Duration / Check-in duration) x 100%
  • Lunch break Pause: duration when agent pause himself as lunch break
  • Meeting Pause: duration when agent pause himself as meeting
  • Rest Pause: duration when agent pause himself as rest
  • Leave of absence Pause: duration when agent pause himself as leave of absence
  • Training Pause: duration when agent pause himself as training
  • Other Pause: duration when agent pause himself as other
  • Auto Pause: duration when agent is paused by system, this will happen when agent group enabled auto pause
  • Admin Pause: duration when agent is paused by admin
  • Work Rate: (talking duration + ACW duration)/login duration x 100%
  • Busy Rate: (ringing duration + talking duration + ACW duration)/login duration x 100%
  • Efficiency: (ringing duration + talking duration + ACW duration)/(login duration - pause duration) x 100%
  • Onhold Rate: onhold count/(dialin count + dialout count) x 100%
  • Dialin Transfer Rate: dialin transfer count/dialin answered count x 100%
  • Dialout Consult Rate: dialout consult count/dialin answered count x 100%
  • CallRate Play Count: number of times to enter the IVR agent score
  • CallRate Play Rate: callrate play count/(dialin answered count + dialout answered count) x 100%
  • CallRate Input Count: number of times to enter the IVR agent score and press the button
  • CallRate Input Rate: callRate input count/callRate play count x 100%
  • CallRate Key 1 Rate: enter the number of key 1 times/callrate input count x 100%
  • CallRate Key 2 Rate: enter the number of key 2 times/callrate input count x 100%
  • CallRate Key 3 Rate: enter the number of key 3 times/callrate input count x 100%
en/module_manual/statistics/agent_details.txt · Last modified: 2018/10/19 09:13 by zhengtb
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