Agent ACD Statistics¶
Calculates ACD statistics for agents.
Columns¶
Agent Login Id – The agent’s login ID.
Average Handle Time – The average time agents spent handling ACD calls.
Formula:
(Total Hold Time + Total Talk Time + Total Work Time) / Calls Handled
Average Hold Time – The average time agents spent in the Hold state.
Formula:
Total Hold Time / Calls Handled
Average Ring Time – The average time agents spent in the Ring state.
Formula:
Total Ring Time / Calls Offered
Average Talk Time – The average time agents spent in the Talk state.
Formula:
Total Talk Time / Calls Handled
Average Work Time – The average time agents spent in the Work state.
Formula:
Total Work Time / Calls Handled
Calls Abandon Rate – The percentage of abandoned calls.
Formula:
Calls Abandoned / Calls Offered * 100
Calls Abandoned – The number of abandoned calls.
Calls Handle Rate – The percentage of handled calls.
Formula:
Calls Handled / Calls Offered * 100
Calls Handled – The number of handled calls.
Calls Offered – The number of offered calls.
Calls RONA – The number of chats presented to the agent, that were not accepted within a specified threshold.
Calls Transferred In – The number of transferred in calls.
Calls Transferred Out – The number of transferred out calls.
Longest Talk Time – The call with Longest Talk Time.
Total Handle Time – The Total Handle Time.
Total Hold Time – The Total Hold Time.
Total Ring Time – The Total Ring Time.
Total Talk Time – The Total Talk Time.
Total Work Time – The Total Work Time.
Calculation Parameters¶
The Grid function has these optional parameters:
Queues – Allows you to select from a list of Contact Service Queue names.
Skills – Allows you to select from a list of Skill names.
Sliding Interval In Minutes – This parameter represents the last X minutes the grid values are calculated for.
This parameter represents the last X minutes the grid values are calculated for. Teams – Allows you to select from a list of Team names.