Content Of The Long-Time Statistic File For Acd Agents; (Agents Statistic) - Proximus Forum 500 User Manual

Content of the Long-time Statistic File for ACD
Agents (Agents Statistic)
The agents statistic can only be analysed with the Forum 5004/5008/5012
and Forum 5500 communications systems. For every statistic interval and
agent a separate table row is issued. The interval is set up by the system
administrator using the Interval for statistic (0=no statistic) setting.
The agents statistic contains the following data:
Column
Date[yyyymmdd]
Start-Time[hh:mm:ss]
Interval[s]
Agent
Answered Calls
Not Answered Calls
Other Calls
Wait-Time[s]
Statistic
Content of the Statistics Files
Explanation
Recording date
Start time of the evaluated period
Interval length in seconds All values
in the table columns relate to this
interval.
internal number of the agent
Total number of calls answered by
this agent
Total number of calls not answered
by this agent
Number of calls signalled to this
agent (while he was free to receive
calls) but picked up by another
internal agent
Total duration of all caller waiting
times before calls were answered by
the agent, collected during the set
interval. Examples:
● 2 calls with 9 seconds wait-time
each;
total duration: 18 seconds
● 3 calls with 9 seconds wait-time
each;
total duration: 27 seconds
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