Report Statistics

Added by Daniel Roberts almost 10 years ago

Hi Guys,

Hopefully a nice and easy one. Having started using the system to it's potential with manual dial enabled, I'm just trying to work out what the report times indicate, and where the data is obtained.

!agent time detail.png!

Agent time detail report shows the above. I figure calls are numbers dialed (connected or otherwise), agent time is logged in to system, wait time is ringing, talk time is connected (inc voicemail?), dispo is time spent on disposition selection. Is this correct so far? What are the remaining columns? Where does Pause come from, as agents don't pause manual dial? What about wrap-up and customer?

!agent performance detail.png!

Agent performance detail shows the above. I'm not entirely sure where the figures come from. Can someone provide some guidance on this?

Agent Lag

Lastly, both report screens show login and lagged. What's this?

Any help much appreciated!

Thanks guys.

Dan

Download all files

agent_time_detail.png (16.3 KB) agent_time_detail.png	agent time detail
agent_performance_detail.png (15.7 KB) agent_performance_detail.png	Agent performance detail
lag.png (4.83 KB) lag.png	Agent Lag