Agent Group Statistics¶
Displays statistics for agent groups.
Columns¶
Agent Group Id – The ID of the Agent Group.
Agent Group Name – The name of the Agent Group. When agents belong to multiple groups, the first group they were associated with displays.
Call Charges – The total call charges for selected time period. When User Can View Billing Info permission is unchecked in Administrator application, the Call Charges column in the Agent Statistics pane is not visible in the Supervisor application for the user.
First Call Resolution – The percentage of calls assigned a disposition with first call resolution flag vs. total calls. The percentage is based on the total number of calls processed by the Agent Group.
Inbound – The number of external incoming calls received by the Agent Group.
Internal – The number of internal calls, placed and received, regardless of call result.
Internal Success – The number of successful internal calls, placed and received.
Manual – The number of manual external calls made by the Agent Group.
Not Ready Count – The number of Agent Group state changes to Not Ready during selected time period.
Outbound – The number of outbound calls received by the Agent Group.
Preview – The number of Preview calls for the Agent Group.
Preview Time – The total time spent previewing records for the time range selected for the Agent Group. Used for Preview campaigns.
Processed VM – The number of processed voicemail messages by the Agent Group.
Skipped In Preview – The number and percentage of contact records that were skipped during Preview by the Agent Group.
Total Calls – The number of calls processed by the Agent Group.
Total Calls Without Internal – The total number of calls excluding internal calls for the Agent Group.
Calculation Parameters¶
The Grid function has these optional parameters:
Agent Groups – Allows you to select from a list of Agent groups.