Team ACD Statistics¶
Calculates agent ACD statistics for teams.
Columns¶
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 ACD calls spent on hold.
Formula:
Total Hold Time / Calls Handled
Average Ring Time – The average time ACD calls spent ringing.
Formula:
Total Ring Time / Calls Offered
Average Talk Time – The average time agents spent in the Talk state on ACD calls.
Formula:
Total Talk Time / Calls Handled
Average Work Time – The average call wrap-up time of ACD calls.
Formula:
Total Work Time / Calls Handled
Calls Abandon Rate – The percentage of abandoned ACD calls.
Formula:
(Calls Abandoned / Calls Offered) * 100
Calls Abandoned – The number of abandoned ACD calls.
Calls Handle Rate – The percentage of ACD calls the agents picked up.
Formula:
(Calls Handled / Calls Offered) * 100
Calls Handled – The number of ACD calls the agents picked up.
Calls Offered – The number of ACD calls presented to the agents.
Calls Transferred In – The number of agent’s Transfer In calls.
Calls Transferred Out – The number of agent’s Transfer Out calls.
Team Id – The ID of the team.
Team Name – The name of the team.
Total Handle Time – The total time agents spent handling ACD calls.
Formula:
Total Hold Time + Total Talk Time + Total Work Time
Total Hold Time – The total time ACD calls spent on hold.
Total Ring Time – The total time ACD calls spent ringing.
Total Talk Time – The total time agents spent in the Talk state on ACD calls.
Total Work Time – The total call wrap-up time of ACD calls.
Calculation Parameters¶
The Grid function has these optional parameters:
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.