Differences
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| Both sides previous revision Previous revision Next revision | Previous revision | ||
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en:module_manual:statistics:agent_details [2014/04/04 02:06] solo |
en:module_manual:statistics:agent_details [2018/10/19 09:13] (current) zhengtb |
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| * **Avg. ACW Duration**: average ACW duration | * **Avg. ACW Duration**: average ACW duration | ||
| * **Onhold Count**: total times when agent put customer on hold | * **Onhold Count**: total times when agent put customer on hold | ||
| - | * **Avg. Onhold Duration: average onhold duration | + | * **Avg. Onhold Duration**: average onhold duration |
| * **Login Duration**: total agent login duration | * **Login Duration**: total agent login duration | ||
| * **Check-in Duration**: total agent check-in duration | * **Check-in Duration**: total agent check-in duration | ||
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| * **Dialin Transfer Rate**: dialin transfer count/dialin answered 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% | * **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% | ||
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