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Report Summary |
Day Wise statistics on agent availability |
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Status |
CUIC DEVELOPED , EF-BI NOT developed , EFBI-Custom developed |
Reporting Fields
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Reporting Fields |
Description |
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Date |
Selected date from the filter |
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Agent Name |
Name of the agent |
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Chats Served |
Number of chat served (answered) by the agent |
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RONA |
Number of chats not served by the agent in pre-configured time |
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Logged On |
Login duration of the agent in hh:mm:ss format |
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Available For Chat |
The duration of the agent remained in the READY state in hh:mm:ss format |
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Active For Chat* |
The duration of the agent remained in the ACTIVE state in hh:mm:ss format |
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Busy |
The duration of the agent remained in a BUSY state in hh:mm:ss format |
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Interrupted |
The duration of the agent remained in the INTERRUPTED state in hh:mm:ss format |
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Pending Not Available For Chat** |
The duration of the agent remained in a pending NOT_READY state in hh:mm:ss format |
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Not Available For Chat |
The duration of the agent remained in a NOT_READY state in hh:mm:ss format |
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Availability % |
(Available for Chat / Logged On) * 100 |
*Active For Chat
The state of the agent when handling one or multiple chats and has the capacity to accept more chats.
**Pending Not Available For Chat
The state of the agent where he/she has ongoing chats and will not accept any new chat.
Filters
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Date & Time
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Agent(s) - Not available in EFBI-Custom