Agent session summary report fileds explained

[Belinda Frick]

HEADER

Heading : Agent session summary report
Date range : The time period the report is pulled for.
Date Printed : The day on which the report was pulled for review.
Page number : Self-explanitory

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Hours worked : The amount of time the agents' PCs have been on and have been worked on,
excluding time-outs*
Hours in ACD : The number of hours the agents have been logged into the ACD group,
excluding time-outs*
Group : The group whose details we are looking at now.
Calls : The number of calls the agent received, while being logged into the
ACD group.
Unanswered : The amount of calls that rang at an agent's extension, but that
was not answered.
Average time on phone : The average time the agents in this group spent on the phone with the
clients.
Average ring time : The average time a call rang at an agent's extension before it was
answered.
Average calls per hour : The average amount of calls a user got every hour. If it is a decimal
number, it might be that a call was started in one hour and ended in
another.
Total time on phone : The total amount of time agents spent talking on the phone for the time
period specified in the HEADER.
Total ring time : The total time calls spent ringing during the period specified in the
HEADER.


NOTE: Time-out: When a user is inactive for more than an hour, the counter will stop counting until
the mouse or keyboard is used again.

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This report shows the most frequently used applications, whether you are logged into ACD or not.

Application : A list of the applications used during the period specified in the
HEADER.
Usage : The amount of times the agents switched to the applications.
Time : The total time the agents spent on those applications.
Percentage : The percentage of the agents' time that was taken up by the
specific application during the period specified in the HEADER.

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Total Time : The total time spent in the applications (including Time-outs). NOT
to be compared to the hours worked.
Pie Chart : The applications that took up most of the agents' time are displayed
in a graphical pie representation.


NOTE: The Agent Summary Report is exactly the same as the Group Summary Report, except that it is setup
per agent and not per group.