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====== Agent Group Details ====== Agent group details is used to show statistics for a given agent group, go to [[en:module_manual:statistics]] -> [[en:module_manual:statistics:agent_group_details]] {{:en:module_manual:statistics:agent_group_details_page.jpg?768|Agent Group Details Page}} {{:en:module_manual:statistics:agent_group_details_button.jpg?768|Agent Group Details Page}} * Select the time range of the report {{:en:module_manual:statistics:agent_group_details_select.jpg?768|Agent Group Details Page}} * Select how to list the result, view in page or export to excel/csv file ===== Statistics ===== * **Dialincount**: Total number of inbound calls * **Dialinansweredcount**: Answered calls number of inbound calls * **DianinAnsRate：** (Dialinansweredcount / Dialincount) x 100% * **DialinAvgSec**: Agent Talking/Dialincount * **AgentRingAvgSec**: Inbund Ringing/Dialincount * **AvgQueueSec**: Waiting time of answered calls/Dialinansweredcount * **AnsweredIn10Rate**: AnsweredIn10Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **AnsweredIn15Rate**: (AnsweredIn10Rate+AnsweredIn15Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **AnsweredIn20Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **AnsweredIn30Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **AnsweredIn60Rate**: (AnsweredIn10Rate+AnsweredIn15Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate)/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **AnsweredOut60Rate**: AnsweredOut60Rate/(AnsweredIn10Rate+AnsweredIn20Rate+AnsweredIn30Rate+AnsweredIn60Rate+AnsweredOut60Rate) * **Dialinbillsec**: ringing and talking time of inbound calls * * **呼出总量：**呼出电话的总次数。 * **呼出接通量：**呼出电话中，客户接通电话的次数。 * **呼出接通率：**呼出接通量/呼出总量 * **呼出客户平均振铃时长：**呼出电话振铃时长/呼出振铃次数 * **呼出平均通话时长：**呼出通话时长/呼出接通量 * **呼出通话总时长：**呼出振铃总时长+呼出通话总时长 * **呼入咨询量：**呼入应答的电话中，产生咨询通话的次数。 * **呼出咨询量：**呼出应答的电话中，产生咨询通话的次数。 * **呼入会议量：**呼入应答的电话中，产生会议通话的次数。 * **呼出会议量：**呼出应答的电话中，产生会议通话的次数。 * **话后处理量：**通话结束后，产生话后的次数。 * **话后处理平均时长：**话后时长/话后处理量 * **保持量：**应答通话过程中，坐席触发保持通话的次数。 * **平均保持时长：**保持时长/保持量。 * **放弃量：**客户应答后，未能等到坐席为其服务，选择直接挂机。 * **平均放弃时长：**放弃时长/放弃量 * **呼入放弃率：**放弃量/呼入总量 * **呼入转接量：**客户与坐席通话后，坐席将客户转接给其它坐席或外线分机 * **呼入转接率：**呼入转接量/呼入接通量 * **呼入咨询率：**呼入咨询量/呼入接通量 * **呼入会议率：**呼入会议量/呼入接通量 * **保持率：**保持量/呼入接通量 * **平均应答速度：**(呼入应答通话的振铃时长+呼入应答通话的等待时长)/呼入接通量 * **平均话务处理时长：**(呼入通话时长+话后处理时长)/呼入接通量 * **平均振铃次数：**呼入振铃总次数/呼入接通量