✎ en:module_manual:statistics:agent_details [asterCC, hosted call center solution based asterisk]

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====== Agent Details ======

====== Function ======


  * Agent Details page is used to show statistics based agent, go to [[en:module_manual:statistics]] -> [[en:module_manual:statistics:agent_details]]

{{:en:module_manual:statistics:agent_details_page.jpg?768|Agent Details}}

 {{:en:module_manual:statistics:agent_details_button.jpg?768|Agent Details}}
 
  * Select the time range of the report

{{:en:module_manual:statistics:agent_details_select.jpg?768|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 -> [[en:module_manual:user: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**: (dialin answered count + dialout answered count)/callRate play 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%