Agent Activity

The Statistics about the agent activities are based on the data in the queue_log table

Answered - Qty : Number of answered calls by the agent

Answered - Total : Number of seconds answering to calls by the agent

Answered - Avg. Duration : Average number of seconds answering to calls by the agent

Ring Time - Max : Max number of seconds before answering a call. It counts only answered calls by the agent

Ring Time - Avg : Average number of seconds before answering a call. It counts only answered calls by the agent

Hold Time Before Answer - Max : Max number of seconds a caller waits in the queue before being answered by the agent

Hold Time Before Answer - Avg : Average number of seconds a caller waits in the queue before being answered by the agent

Transfered - Qty : Number of calls the agent has transferred to other destinations

Transfered - Avg. Duration : Average of length of call before it has been transferred to other destinations

Hold Time Before Transfer - Max : Max number of seconds a caller waits in the queue before being transferred to other destinations

Hold Time Before Transfer - Avg : Average number of seconds a caller waits in the queue before being transferred to other destinations

Not Answered - Distinct calls : Number of distinct calls not being answered. A call coming into the queue, exiting the queue and being sent back to the queue is counted just one.

Sessions are the interval between login and logout of an agent from a queue. When an agent login to a queue, he starts a session. The session ends when he logs out

Sessions - Sessions : Number of Login/Logout

Sessions - Logged in time : Time spent logged in

Sessions - Pauses : Number of pauses

Sessions - Paused time : Time spent during the pause

Sessions - Idle time : Time spent without answering to a call

Sessions - Work time : Time spent while answering to calls