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Agent Details
Function
- Agent Details page is used to show statistics based agent, go to statistics → agent_details
- Select the time range of the report
- 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%
