Agent time detail report parameters

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Agent time detail report parameters

Postby jayboo876 » Thu Sep 22, 2022 8:26 am

Can anyone confirm what is the definition of the CONNECTED, HIDDEN and VISIBLE statuses highlighted below (with <<<<). I cannot seem to find any documentation that explains. Thanks in advance.

call stats:
USER NAME
ID
CALLS
TIME CLOCK
LOGIN TIME
WAIT
WAIT %
TALK
TALK TIME %
DISPO
DISPOTIME %
PAUSE
PAUSETIME %
DEAD
DEAD TIME %
CUSTOMER
CONNECTED <<<<<<< need definition

pause codes:
BREAK
LOGIN
MEET
PROJ

additional statuses:
VISIBLE <<<<<<< need definition
HIDDEN <<<<<<< need definition



installation
generic vicibox10 iso, ast16 update, cluster mode, dedicated virtual servers
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Re: Agent time detail report parameters

Postby mflorell » Thu Sep 22, 2022 9:58 am

If I click on the help "?" at the top if the screen it does explain those fields:


Agent Time Detail [X]
In this report you can view how much time agents spent on what.
TIME CLOCK = Time the agent been logged in to the time clock.
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE).
WAIT = Time the agent waits for a call.
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...).
DEAD = Time the agent is in a call after the customer has hung up.
CUSTOMER = Time the agent is in a live call with a customer.
CONNECTED = Time the agent is waiting for a live call plus time in a live call with a customer.
- The next table is pause codes and their time.
LOGIN = The pause code when going from login directly to pause.
LAGGED = The time the agent had some network problem or similar.
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
and empty is undefined pause code.
VISIBLE = This is a tally of the amount of time the Agent Screen is being viewed by the agent in their web browser while they are logged in.
HIDDEN = This is a tally of the amount of time the Agent Screen is hidden from the view of the agent in their web browser while they are logged in.
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Re: Agent time detail report parameters

Postby jayboo876 » Thu Sep 22, 2022 5:36 pm

Holy crap!! I was looking too far when the help button was right there...sigh. Thanks for pointing that out and providing the details.

Cheers!
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Posts: 38
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