|
Report Summary |
Daily Agent Productivity by Queue Report |
|---|---|
|
Status |
CUIC DEVELOPED , EF-BI NOT_developed , EFBI-Custom NOT_developed |
Reporting Fields
|
Fields |
Description |
|---|---|
|
Date |
Selected date from the filter |
|
Agent Name |
Name of the agent |
|
Queue Name |
Name of the queue |
|
Chats Offered |
The total number of chats offered to an agent |
|
Chats RONA |
The number of offered chats ended in RONA |
|
Chats Abandoned |
The number of chats abandoned on agent Terminal |
|
Chats Answered |
The number of chats answered by an agent |
|
Chats Transferred |
The number of chats transferred to an agent |
|
Chats Conferenced |
The number of chats where the agent is in the conference |
|
Total Chats |
Answered + Transferred + Conferenced |
|
Average Handle Time |
(Total Chat Duration / Total Chats) in hh:mm:ss format |
Filters
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Date & Time
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Queue(s) - Not available in EFBI-Custom
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Agent(s) - Not available in EFBI-Custom