Specifications

CHAPTER 8 NDA-24213
Page 136
Issue 3.0
MIS Menu Commands
Reports Menu
6.1 Agent Reports
Figure 8-46 Agent Reports Menu
The Agent Reports Menu includes the option of
All
reports, which generates all the other reports listed
above (see Figure 8-46). Agent activity is reported in terms of the following parameters (defined in Chapter
12, “MIS Statistical Definitions and Methods” and in Chapter 14, “Terms and Concepts”):
• Total ACD Calls Answered • Total Calls Transferred
• Total ACD Talk Time • Total Hold Time
• Average ACD Talk Time • Average Talk Time
• Total ACD Hold Time • Total Talk Time
• Total All PBX Calls • Total Assist Requests
• Total PBX Talk Time • Total Staff Time
• Total PBX In Calls Answered • Total Ring Time
• Total PBX In Talk Time • Total Work Time
• Total PBX Out Calls Made • Total Break Time
• Total PBX Out Talk Time • Break Type Statistics
• Total Calls Answered