Agent Statistics Dialer

Calculates statistics for Agents using the Dialer_Detail table. This is a Dialer Detail calculation.

Columns

  • Agent Id – The ID of the Agent.

  • Calls Average Handle Time – The average time the agent has spent handling dialer outbound calls.

  • Calls Average Reservation Time – The average time the agent has spent in a reserved state for dialer outbound calls.

  • Calls Connected – The number of dialer outbound calls that the customer received and was connected to the agent.

  • Calls Handle Time – The total time the agent has spent handling dialer outbound calls.

  • Calls Reservation Time – The total time the agent has spent in a reserved state for dialer outbound calls.

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Call Types – Allows you to select from a list of Call Type names.

  • Peripherals – Allows you to select from a list of Peripheral names.

  • Precision Queues – Allows you to select from a list of Precision Queue names.

  • Skill Groups – Allows you to select from a list of Skill Group names.

  • Teams – Allows you to select from a list of Team names.