ReportParams 1054/en - Revision history

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2025-01-17T16:34:55Z

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	'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.		'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.


			{{:GetStarted}}


	=== Selection ===		=== Selection ===

	~~# Select a '''saved setting''', optionally~~
	# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''		# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''
	# Select a [[{{Link}}Node\|node]]		# Select a [[{{Link}}Node\|node]]
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	## Select an '''end time'''		## Select an '''end time'''
	# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends\|exclude weekends]]		# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends\|exclude weekends]]
	# ~~Define the~~ '''report ~~format~~'''		# Click '''run report'''
	~~# Check the '''show when ready''' box to show the report in the open view when ready~~
	~~#:* If you leave the view or click show once again the report will be available in the activity panel~~
	~~#:* Read more about [[~~{{~~Link~~}}~~ActivityPanel\|how to handle the activity panel]]~~		{{:ExecutionSummary}}
	~~# Click '''show'''~~

	=== Result ===		=== Result ===

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2023-06-13T06:17:43Z

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	### Select a '''start date'''		### Select a '''start date'''
	### Select an '''end date'''		### Select an '''end date'''
	###:* ~~If you prefer to select~~ dates in a calendar view ~~instead of typing, click on the calendar button next to the date field~~.		###:* Select dates in the calendar view.
	# Select a time interval that will apply to all days in the selected period:		# Select a time interval that will apply to all days in the selected period:
	## Select a '''start time'''		## Select a '''start time'''

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2023-05-17T05:40:08Z

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← Older revision		Revision as of 05:40, 17 May 2023
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	\|-		\|-
	\| Answered Calls		\| Answered Calls
	\| The node ~~summer~~ of number of answered calls by the agent on the ACD queue, including time overflow calls to the agent position.		\| The node summery of number of answered calls by the agent on the ACD queue, including time overflow calls to the agent position.
	\|-		\|-
	\| Call Handling Time		\| Call Handling Time
	\| The node ~~summer~~ of average handling time (in hh:mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.		\| The node summery of average handling time (in hh:mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
	\|-		\|-
	\| Wrap Up Time		\| Wrap Up Time
	\| The node ~~summer~~ of average time (in hh:mm:ss) that each agent spent in "Not Ready" per answered call.		\| The node summery of average time (in hh:mm:ss) that each agent spent in "Not Ready" per answered call.
	\|-		\|-
	\| Direct Incoming Calls		\| Direct Incoming Calls
	\|The node ~~summer~~ of total number of incoming calls on the agent's DN keys.		\|The node summery of total number of incoming calls on the agent's DN keys.
	\|-		\|-
	\|Time in Direct Inc Calls		\|Time in Direct Inc Calls
	\|The node ~~summer~~ of duration (in hh:mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.		\|The node summery of duration (in hh:mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.
	\|-		\|-
	\|Direct Outgoing Calls		\|Direct Outgoing Calls
	\|The node ~~summer~~ of total number of outgoing calls from the agent position using DN, conference, or transfer keys.		\|The node summery of total number of outgoing calls from the agent position using DN, conference, or transfer keys.
	\|-		\|-
	\|Time in Direct Outg Calls		\|Time in Direct Outg Calls
	\|The node ~~summer~~ of total time (in hh:mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.		\|The node summery of total time (in hh:mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.
	\|-		\|-
	\|Total Time Active		\|Total Time Active
	\|The node ~~summer~~ of total agent position manned time, minus the total waiting time (in hh:mm:ss).		\|The node summery of total agent position manned time, minus the total waiting time (in hh:mm:ss).
	\|-		\|-
	\|Total Time Available		\|Total Time Available
	\|The node ~~summer~~ of sum of all manned/logged in time for an agent position (in hh:mm:ss).		\|The node summery of sum of all manned/logged in time for an agent position (in hh:mm:ss).
	\|}		\|}

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2023-05-17T05:09:10Z

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	=== Result ===		=== Result ===

			{\|
			\|-
			\| width="175px" \| '''Heading'''
			\| '''Content'''
			\|-
			\| PBX/Location
			\| Summery per [[{{Link}}Node\|node]].
			\|-
			\| Answered Calls
			\| The node summer of number of answered calls by the agent on the ACD queue, including time overflow calls to the agent position.
			\|-
			\| Call Handling Time
			\| The node summer of average handling time (in hh:mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
			\|-
			\| Wrap Up Time
			\| The node summer of average time (in hh:mm:ss) that each agent spent in "Not Ready" per answered call.
			\|-
			\| Direct Incoming Calls
			\|The node summer of total number of incoming calls on the agent's DN keys.
			\|-
			\|Time in Direct Inc Calls
			\|The node summer of duration (in hh:mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.
			\|-
			\|Direct Outgoing Calls
			\|The node summer of total number of outgoing calls from the agent position using DN, conference, or transfer keys.
			\|-
			\|Time in Direct Outg Calls
			\|The node summer of total time (in hh:mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.
			\|-
			\|Total Time Active
			\|The node summer of total agent position manned time, minus the total waiting time (in hh:mm:ss).
			\|-
			\|Total Time Available
			\|The node summer of sum of all manned/logged in time for an agent position (in hh:mm:ss).
			\|}


	{\|		{\|
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	\|-		\|-
	\| Call Handling Time		\| Call Handling Time
	\| The average handling time (in mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.		\| The average handling time (in hh:mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
	\|-		\|-
	\| Wrap Up Time		\| Wrap Up Time
	\| The average time (in mm:ss) that each agent spent in "Not Ready" per answered call.		\| The average time (in hh:mm:ss) that each agent spent in "Not Ready" per answered call.
	\|-		\|-
	\| Direct Incoming Calls		\| Direct Incoming Calls
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	\|-		\|-
	\|Time in Direct Inc Calls		\|Time in Direct Inc Calls
	\|The duration (in mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.		\|The duration (in hh:mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.
	\|-		\|-
	\|Direct Outgoing Calls		\|Direct Outgoing Calls
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	\|-		\|-
	\|Time in Direct Outg Calls		\|Time in Direct Outg Calls
	\|The total time (in mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.		\|The total time (in hh:mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.
	\|-		\|-
	\|Total Time Active		\|Total Time Active
	\|The total agent position manned time, minus the total waiting time (in mm:ss).		\|The total agent position manned time, minus the total waiting time (in hh:mm:ss).
	\|-		\|-
	\|Total Time Available		\|Total Time Available
	\|The sum of all manned/logged in time for an agent position (in mm:ss).		\|The sum of all manned/logged in time for an agent position (in hh:mm:ss).
	\|}		\|}

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2023-03-20T12:16:55Z

Updating to match new version of source page

← Older revision		Revision as of 12:16, 20 March 2023
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	== Report - Agent Statistics Report (Avaya CS1000) ==		== Report - Agent Statistics Report (Avaya CS1000) ==

	The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD\|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID.		The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD\|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID.
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	'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.		'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.

	=== Selection ===		=== Selection ===

	# Select a '''saved setting''', optionally		# Select a '''saved setting''', optionally
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	# Click '''show'''		# Click '''show'''

	=== Result ===		=== Result ===

	{\|		{\|
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	{{:ReportParams Default}}		{{:ReportParams Default}}


	[[Category:F01{{Langcat\|ReportParams 1054}}]]		[[Category:F01{{Langcat\|ReportParams 1054}}]]
	[[Category:Report{{Langcat\|ReportParams 1054}}]]		[[Category:Report{{Langcat\|ReportParams 1054}}]]

Toptiuser: Created page with "== Report - Agent Statistics Report (Avaya CS1000) == The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified ACD queue. The report shows the total numbers for the ACD DN and per individual Agent ID. '''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report. === Selection === # Select..."

2023-01-24T09:49:08Z

Created page with "== Report - Agent Statistics Report (Avaya CS1000) == The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID. '''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report. === Selection === # Select..."

New page

== Report - Agent Statistics Report (Avaya CS1000) ==

The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID.

'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.

=== Selection ===

# Select a '''saved setting''', optionally
# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''
# Select a [[{{Link}}Node|node]]
# Select an '''ACD'''
# Select a period:
## Select [[{{Link}}Relative Date|relative dates]] in the menu
##: - or -
## Select a fixed period:
### Set '''relative date''' to ''Selected dates''
### Select a '''start date'''
### Select an '''end date'''
###:* If you prefer to select dates in a calendar view instead of typing, click on the calendar button next to the date field.
# Select a time interval that will apply to all days in the selected period:
## Select a '''start time'''
## Select an '''end time'''
# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends|exclude weekends]]
# Define the '''report format'''
# Check the '''show when ready''' box to show the report in the open view when ready
#:* If you leave the view or click show once again the report will be available in the activity panel
#:* Read more about [[{{Link}}ActivityPanel|how to handle the activity panel]]
# Click '''show'''

=== Result ===

{|
|-
| width="175px" | '''Heading'''
| '''Content'''
|-
| ACD DN/Agent Position ID
| All agents logged per ACD queue. The agent position ID is a unique up to 7-digit number.
|-
| Interval
| Depending on selected grouping interval could be half-hour interval, day or month.
|-
| Answered Calls
| The number of answered calls by the agent on the ACD queue, including time overflow calls to the agent position.
|-
| Call Handling Time
| The average handling time (in mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
|-
| Wrap Up Time
| The average time (in mm:ss) that each agent spent in "Not Ready" per answered call.
|-
| Direct Incoming Calls
|The total number of incoming calls on the agent's DN keys.
|-
|Time in Direct Inc Calls
|The duration (in mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.
|-
|Direct Outgoing Calls
|The total number of outgoing calls from the agent position using DN, conference, or transfer keys.
|-
|Time in Direct Outg Calls
|The total time (in mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.
|-
|Total Time Active
|The total agent position manned time, minus the total waiting time (in mm:ss).
|-
|Total Time Available
|The sum of all manned/logged in time for an agent position (in mm:ss).
|}

{{:ReportParams Default}}

[[Category:F01{{Langcat|ReportParams 1054}}]]
[[Category:Report{{Langcat|ReportParams 1054}}]]