Agent Group Details

Agent group details is used to show statistics for a given agent group, go to statistics → agent_group_details

• Select the time range of the report

• Select how to list the result, view in page or export to excel/csv file

• 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