Altigen Altiware Open Edition 4.0 Reporting Manual page 35

14.0 Agent View
Date: 07/17/2000 - 24 Hour Period
For Agent Extension XX: User entered
Number of Calls
Agent .WG Handled Tf'd RNA
WG# xxxx
WG# xxxx
*
*
*
WG# xxxx
Note: "InWG" is the Log-on Duration for agents within the WG#.
Note: Score = Total UDF1/ (Total Talk + Total Wrapup Time + Total Outbound -Times)
Where, UDF1 is the "Score" User Defined Field 1 with an numeric value that is:
0<=X<Maximum score allowed.
UDF1 is found in the user-defined field of the call record, as a name-value pair,
Whose name in the name-value pairing, called score.
15.0 WorkGroup Service View
Date: 07/17/2000 - 24 Hour Period
For WorkGroup Number XX: entered by user
At Threashold: YY entered by user
Time Interval Service Level%. Calls In Queue Number Agents Signed On ASA
00:00 – 00:15
00:15 – 00:30
00:30 – 00:45
00:45 – 01:00 am
01:00 – 01:15
*
*
23:34 – 00:00 pm
Graphic: (1) Service Level by Quarter Hour, (2) Agents Signed on by Qtr Hour
ASA: Average Speed of Answer
Service Level % = For a given workgroup, select time interval, and chosen threshold (secs): ((count the
number of calls exiting the workgroup queue [assigned to agent, disconnect, voicemail] that are less than
the defined threshold Z) and divide this by (the count for the number of calls exiting the workgroup queue
overall)) times 100.
-- Call Detail Reporting Guide -- September 2000 -- Page 35 --
Average Duration
Talk
xxxx xxxx 00:00
xxxx xxxx 00:00
xxxx xxxx 00:00
xx xxxx
xx xxxx
xx xxxx
Signed On Duration
WrapUp
00:00 00:00
00:00 00:00
00:00 00:00
xxxx
xxxx
xxxx xxx
MaxWaitTime
xxx xxxxxx
xxx xxxxxx
xxxxxx