Content Of The Statistics Files - Proximus Forum 500 User Manual

Chart
Calls
Logged in Agents
Answered Calls
Wait-Time
Released Calls
Wait until Release
Connect-Time
Ring-Time
Post-Proc-Time
8. Select the analysis interval:
– Daily: Analysis based on days. Each hour is an output point.
– Weekly: Analysis based on weeks. Each weekday is an output point.
– Monthly: Analysis based on months. Each day in the month is an output
point.
All results are also available as tables for further processing.

Content of the Statistics Files

The ACD system stores the recorded statistics in separate *.csv files (Comma
Separated Value). You can analyse these files yourself using Microsoft Excel
(or a similar tool).
Statistic
Group statistic
see page 82
Average number of
logged-in agents in
the evaluated time
interval
see page 82
see page 82
see page 83
see page 84
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–
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Content of the Statistics Files
Agents statistic
–
–
see page 85
see page 85
–
–
see page 86
see page 86
see page 86
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