ACD Group by Agent Performance Report

ACD Calls - Num Answd	The number of calls answered by agent (CALLS ANSWD) Calls Answered.
ACD Calls - Avg Talk Sec	The average time an agent spent on each ACD call. (AVG ACD TALK TIME) ACD talk time Calls Answered
ACD Calls - Avg Wait Sec	The average time an agent spent waiting between ACD calls (with no calls being processed). (AVG WAIT TIME) Wait Time Calls Answered
Non-ACD Calls - Num In	The number of DN calls an agent received. DNCallsin
Non-ACD Calls - Num Out	The number of DN calls an agent made. DNCallsOut.
Non-ACD Calls - Time In	The total time an agent spent on incoming DN calls. IncomingDNTime
Non-ACD Calls - Time Out	Time Out The total time an agent spent on outgoing DN calls OutgoingDNTime
Total Time - Not Rdy	The total time an agent spent doing post-call work. NotReadyTime
Total Time - STFD	The total time an agent spent logged onto the system. StaffedTime ACDTalkTime + NotReadyTime + VarWrapupTime x 100% StaffedTime

Last modified Monday, 29-Jan-2007 03:45:02 PM

STANFORD UNIVERSITY