Agent Activity: Difference between revisions
(Created page with "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....") |
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Answered - Qty : Number of answered calls by the agent | Answered - Qty : Number of answered calls by the agent | ||
Answered - Total : Number of seconds answering to 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 | 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 - 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 | 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 - 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 | 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 - 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 | 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 - 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 | Hold Time Before Transfer - Avg : Average number of seconds a caller waits in the queue before being transferred to other destinations | ||
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Sessions - Sessions : Number of Login/Logout | Sessions - Sessions : Number of Login/Logout | ||
Sessions - Logged in time : Time spent logged in | Sessions - Logged in time : Time spent logged in | ||
Sessions - Pauses : Number of pauses | Sessions - Pauses : Number of pauses | ||
Sessions - Paused time : Time spent during the pause | Sessions - Paused time : Time spent during the pause | ||
Sessions - Idle time : Time spent without answering to a call | Sessions - Idle time : Time spent without answering to a call | ||
Sessions - Work time : Time spent while answering to calls | Sessions - Work time : Time spent while answering to calls | ||
Latest revision as of 15:12, 5 December 2023
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