Team Statistics TCD

Calculates statistics for Teams using the Termination_Call_Detail table. This is a Termination Call Detail calculation. This calculation requires the Enable Termination Call Detail connector setting to be enabled. This calculation calculates voice statistics only.

Columns

  • Calls Average Handle Time – The average time agents spent handling calls.

  • Calls Average Hold Time – The average time agents spent holding calls.

  • Calls Average Talk Time – The average time agents spent talking.

  • Calls Average Work Time – The average time agents spent working.

  • Calls Handle Time – The total time agents spent handling calls.

  • Calls Handled – The number of calls handled by agents.

  • Calls Hold Time – The total time agents spent holding calls.

  • Calls Max Talk Time – The longest time agents spent talking.

  • Calls Talk Time – The total time agents spent talking.

  • Calls Work Time – The total time agents spent working.

  • Team Id – The ID of the team.

  • Team Name – The name of the team.

Calculation Parameters

The Grid function has these optional parameters:

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