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Sr No. | Column Name | Description |
|---|---|---|
1 | Agent ID | Unique ID of agent, given by the system when agent was created. |
2 | Agent Name | Name of the agent given by the admin(who created the agent) |
3 | Username | Unique username given by the admin to the agent to login, while creating the agent (If the authentication method was ‘Passcode’) |
4 | Email ID | Email ID of the agent added while creating the agent. (If the authentication method was ‘Email’) |
5 | Agent Group Name | Name of agent group in which the agent is part of. |
6 | Queues Assigned | Name of all the queues in which the agent is part of. |
7 | No of Logins | Number of times the agent has logged in for the period |
8 | No of Logouts | Number of times the agent has log out/force logout by supervisor for the period |
9 | First Login | First login time for the agent in the period. 00:00 if already logged in at midnight. Blank if multiple day period is selected |
10 | Last Logout | Last time the agent logged out during for the day. Last Logout will be 23:59:59, if logged in at 23:59:59. Blank if multiple day period is selected |
11 | Logged in time (LT) | Logged in hours of agent for a period |
12 | Available Time (AT) | Agent Logged in Time - Break Time (except Manual Call Break Time)The total time for which the agent was available to receive calls. |
13 | Total Call Handled Time (TCHT) | Total Call Handled Timetime taken by agent to handle the call |
14 | Total Ringing Time (TRT) | Total Duration when Calls were Ringing (before the agent picks up the call) |
15 | Total Call Time (TCT) | Total Time when the Agent was ‘On Call' (including inbound and outbound calls, hold time and consultation time) |
16 | Total Hold Time (THT) | Total time in which the customer was put on hold by agent |
17 | Total Wrap up Time (TWUT) | Total time of agent occupied in filling disposition after the call |
18 | Total Break Time (TBrT) | Total time of agent when he was on breaks (except manual call break ) |
19 | Calls Offered (CO) | Inbound Calls Offered for the Period. (Not including outbound calls) CO = CA (Calls answered)+ CNA (Calls not answered) |
20 | Calls Answered (CA) | Total Inbound calls answered by the agent |
21 | Outbound Calls Made (OC) | Total outbound calls made by agent. |
22 | Manual Calls Answered by Agent (OCA) | Total manual outbound calls answered by agent |
23 | Agent Hangup (AH) | All Calls Disconnected by Agent (Does not include Supervisor Disconnected Calls) |
24 | Customer Hangup (CHuP) | Total number of ‘Offered calls’ in case of outbound or ‘Answered Calls’ in case of inbound that are disconnected by Caller |
25 | Average Handle Time (AHT) | Average Handle Time: Total Call Handled Time (TCHT) / Calls Answered (CA).AHT = TCHT/CA |
26 | Average speed of answer (ASA) | Average Speed of Answer (ASA): Average of time to pickup the Call |
27 | Average Call Time (ACT) | Total Call Time (TCT) / No. of Calls answered |
28 | Average Wrap up time (AWT) | AWT = Total Wrap Up time (Disposition Time) (TWUT) / No. of calls an agent answered |
29 | Average Hold Time (AHoT) | Amount AHoT = Total amount of time caller was kept on hold by the Agent. (Does not include Queue Hold Time) |
30 | Queue1: Calls Received | Number of calls received in a day from the specified Queue. |
31 | Queue1: Calls Answered | Number of calls answered in the queue by agent |
32 | Queue1: Calls Not Answered | Number of calls not answered in the queue by agent |
33 | Queue1: Customer Hangup | Number of times customer hanged up call for that queue |
34 | Queue1: Agent Hangup | Number of times agent hanged up call |
35 | Queue1: Average Handle Time | Average handle time for this particular queue AHT = Total handle time of queue1 / Calls Answered in queue1 by agent |
36 | Queue1: Average Speed of Answer | The average amount of time took for an agent to pick up the call for this queue ASA = Total ringing time of queue1/ Calls Answered in queue1 by agent |
37 | Queue1: Average Call Time | Average call time for this particular queue ACT = Total Call time in queue1 / Calls Answered in queue1 by agent |
38 | Queue1: Average Wrap Up Time | Average Wrap Up Time of agent for this Queue AWT = Total wrapup time in queue1 / Calls Answered in queue1 by agent |
39 | Queue1: Average Hold Time | Average Hold Time of customer for this Queue AHoT = Total Hold time in queue1 / Calls Answered in queue1 by agent |
40 | Disposition Filled | Number of dispositions filled by agent |
41 | Auto Disposed | Number of calls for which this it was auto disposition was filled |
42 | Disposition1 | Number of calls for which this disposition was filled |
43 | Disposition 2 | Number of calls for which this disposition was filled |
44 | Break 1 Time | Total Time an Agent went on this Break |
45 | Break 2 Time | Total Time an Agent went on this Break |
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