Agent Group Details

Agent group details is used to show statistics for a given agent group, go to statisticsagent_group_details

Agent Group Details Page

Agent Group Details Page

  • Select the time range of the report

Agent Group Details Page

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

Statistics

  • Dialincount: Total number of inbound calls
  • Dialinansweredcount: Answered calls number of inbound calls
  • DianinAnsRate: (Dialinansweredcount / Dialincount) x 100%
  • DialinAvgSec: Agent Talking/Dialincount
  • AgentRingAvgSec: Inbund Ringing/Dialincount
  • AvgQueueSec: Waiting time of answered calls/Dialinansweredcount
  • AnsweredIn10Rate: AnsweredIn10Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • AnsweredIn15Rate: (AnsweredIn10Rate+AnsweredIn15Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • AnsweredIn20Rate: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • AnsweredIn30Rate: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • AnsweredIn60Rate: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • AnsweredOut60Rate: AnsweredOut60Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate)
  • Dialinbillsec: ringing and talking time of inbound calls
  • Dialoutcount: total number of outbound calls
  • Dialoutansweredcount: answered calls number in outbound calls
  • DialoutAnsRate: Dialoutansweredcount/Dialoutcount x 100%
  • DialoutAvgRingSec: Totoal ring duration of outbound calls / Dialoutcount
  • DailoutAvgAnswerSec: Total answered time of outbund calls / Dialoutansweredcount
  • DialoutBillsec: Totoal answered time of outbound calls
  • Dialinconsultcount: Total agent consult number of inbound calls
  • Dialoutconsultcount: Total agent consult number of outbound calls
  • Dialinconfcount: Total agent conference number of inbound calls
  • Dialoutconfcount: Total agent conference number of outbound calls
  • followupcount: Total number of ACW
  • followupsecAvg: Average duration of ACW
  • onholdcount: Total number when agent put a call on hold
  • onholdsecAvgt: Average onhold duration
  • giveupcount: Total number of abandon calls
  • dialingiveupAvg: Average waiting time for abandon calls in inbound calls,
  • giveuprate: giveupcount/dialincound x 100%
  • dialintransfer: total transfer number for inbound calls
  • dialouttransfer: total transfer number for outbound calls
  • dialintransferrate: dialintransfer/Dialinansweredcount x 100%
  • dialinconsultrate: Dialinconsultcount/Dialinansweredcount x 100%
  • dialinconfrate: Dialincoufcount/Dialinansweredcount x 100%
  • onholdrate: onholdcount/Dialinansweredcount x 100%
  • dialinspeedAvg: Total waiting time/dialinansweredcount
  • callhandleAvg: total talking time + total ACW time / dialinansweredcount
  • dialinavgringvolume: total ringing time of answered calls / dialinansweredcount
en/module_manual/statistics/agent_group_details.txt · Last modified: 2017/12/12 03:05 (external edit)
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