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10.6 Specific Agent Stats
The Specific Agent Stats report is similar to the All Agents Stats report, but it
gives more details about the activities of a specified agent, including
summarizing the data over desired summary periods (hourly, daily, weekly, or
monthly, etc.).
Figure 34: Example Specific Agent Stats Report
In addition to the information presented in the Agents report, the Individual
Agent report also gives the number of times that the agent put a call on hold,
the cumulative hold time for the summary period, and the number of times that
the agent transferred a call somewhere else after taking it. These last items are
computed only for agents who are connected to the system directly through an
“MSI” card. Amanda cannot be aware of hold and transfer activities by agents
who are connected by an external telephone switching system.
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.7 All Q Specific Agent Stats
This report is specific to an agent for all queues that the agent is a member of.
The purpose of this report is to get the global performance of the agent. For
example if you did a regular agent report the numbers might look bad, because
the agent was spending constructive time in another queue.
10.8 Specific Agent Actions
This report is different from the other agent reports. Instead of summarizing the
activities of agents over periods of time, this report shows the individual actions
of an agent with respect to the currently connected queue. Actions include
logging in, becoming available or unavailable, taking a call, finishing a call, etc.
