Agent Group Details

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

• Select the time range of the report

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

• 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