-- Call Detail Reporting Guide -- September 2000 -- Page 35 --
14.0 Agent View
Date:
07/17/2000
- 24 Hour Period
For Agent Extension
XX: User entered
Number of Calls
Average Duration Signed On Duration
Agent
.WG Handled Tf’d RNA Talk WrapUp
WG#
xxxx xxxx xxxx 00:00 00:00 00:00
WG#
xxxx xxxx xxxx 00:00 00:00 00:00
*
*
*
WG#
xxxx xxxx xxxx 00:00 00:00 00:00
Note: “InWG” is the Log-on Duration for agents within the WG#.
Note: Score = Total UDF1/ (Total Talk + Total Wrapup Time + Total Outbound -Times)
Where, UDF1 is the “Score” User Defined Field 1 with an numeric value that is:
0<=X<Maximum score allowed.
UDF1 is found in the user-defined field of the call record, as a name-value pair,
Whose name in the name-value pairing, called score.
15.0 WorkGroup Service View
Date:
07/17/2000
- 24 Hour Period
For WorkGroup Number
XX: entered by user
At Threashold
: YY entered by user
Time Interval Service Level%. Calls In Queue Number Agents Signed On ASA MaxWaitTime
00:00 – 00:15
xx xxxx xxxx xxx xxxxxx
00:15 – 00:30
xx xxxx xxxx xxx xxxxxx
00:30 – 00:45
00:45 – 01:00 am
01:00 – 01:15
*
*
23:34 – 00:00 pm
xx xxxx xxxx xxx xxxxxx
Graphic: (1) Service Level by Quarter Hour, (2) Agents Signed on by Qtr Hour
ASA: Average Speed of Answer
Service Level % = For a given workgroup, select time interval, and chosen threshold (secs): ((count the
number of calls exiting the workgroup queue [assigned to agent, disconnect, voicemail] that are less than
the defined threshold Z) and divide this by (the count for the number of calls exiting the workgroup queue
overall)) times 100.
