Team Non-ACD Statistics

Calculates agent non-ACD statistics for teams.

Columns

  • Calls Handled – The number of Non-ACD calls the agents picked up.

  • 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.

  • Team Id – The ID of the team.

  • Team Name – The name of the team.

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.