HEADER
- Heading : Group 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
TOP
- 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 rining during the period specified in the HEADER
* 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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MIDDLE
- 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.