Agent Statistics TCD

Calculates statistics for Agents using the Termination_Call_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.

  • Media Routing Domains – Allows you to select from a list of Media Routing Domain 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 spent handling calls.

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

Calls Average Hold Time

Displays the average time the agent spent holding calls.

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

Calls Average Talk Time

Displays the average time the agent spent talking.

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

Calls Average Work Time

Displays the average time the agent spent working.

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

Calls Handle Time

Displays the total time the agent spent handling calls.

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

Calls Handled

Displays the number of calls handled by the agent.

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

Calls Hold Time

Displays the total time the agent spent holding calls.

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

Calls Max Talk Time

Displays the longest time the agent spent talking.

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

Calls Talk Time

Displays the total time the agent spent talking.

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

Calls Work Time

Displays the total time the agent spent working.

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