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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%