Agent Statistics Dialer

Calculates statistics for Agents using the Dialer_Detail table.

Depending on the KPI Function, the following parameters may be used:

  • 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.

Calls Average Handle Time

Displays the average time the agent has spent handling dialer outbound calls.

Parameters: Agents, Call Types, Peripherals, Precision Queues, Skill Groups, Teams

Calls Average Reservation Time

Displays the average time the agent has spent in a reserved state for dialer outbound calls.

Parameters: Agents, Call Types, Peripherals, Precision Queues, Skill Groups, Teams

Calls Connected

Displays the number of dialer outbound calls that the customer received and was connected to the agent.

Parameters: Agents, Call Types, Peripherals, Precision Queues, Skill Groups, Teams

Calls Handle Time

Displays the total time the agent has spent handling dialer outbound calls.

Parameters: Agents, Call Types, Peripherals, Precision Queues, Skill Groups, Teams

Calls Reservation Time

Displays the total time the agent has spent in a reserved state for dialer outbound calls.

Parameters: Agents, Call Types, Peripherals, Precision Queues, Skill Groups, Teams