Agent Activity: Difference between revisions

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(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