Agent Non-ACD Statistics

Calculates non-ACD statistics for agents.

Columns

  • Agent Login Id – The agent’s login ID.

  • Calls Handled – The number of handled inbound non-ACD calls to agents.

  • Calls Handled Average Time – The average time calls were being handled.

    Formula:

    Calls Handled Total Time / Calls Handled

  • Calls Handled Total Time – The total time calls were handled.

  • Calls Inbound Internal – The number of Inbound internal calls.

  • Calls Outbound – The number of manual outbound calls made by agents.

  • Calls Outbound Average Time – The average time spent on manual outbound calls made by agents.

    Formula:

    Calls Outbound Total Time / Calls Outbound

  • Calls Outbound Total Time – The total time spent on outbound calls.

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.