Agentperformancestat Views - Nortel Express Call Center User Manual

March 2005

AgentPerformanceStat views

Introduction
Agent performance statistics provide summarized performance measurement
information for Symposium Express Call Center agents. The data fields are
pegged based on agent activities.
Requirements
Configure the server to collect agent performance statistics (see the Call
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Center Management Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.
Database views
iAgentPerformanceStat
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dAgentPerformanceStat
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wAgentPerformanceStat
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mAgentPerformanceStat
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Agent state timers
All agent state timers are maintained independently. For example, the following
events occur:
9:00:00
9:00:10
9:00:20
Reports and Displays Guide
The agent logs on.
The agent answers an DN call from an internal number.
The agent places the DN call on hold and answers a Symposium
Express Call Center call.
Data dictionary
387