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CentreVu Explorer II Version 1.0 User Guide
Agent in Focus Queries
Agent in Focus Queries
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The following items are included in the Customer/Calling report:
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Call ID—The identifier of the call record as generated by the ECS/switch.
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ACD—The number of the ACD for the call.
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Start Time—The start time for the call segment.
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Duration—The length of the call.
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Agent Talk Time—The total talk time for the agent during the call.
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After Call Work—The time the agent is in the After Call Work state for the call.
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Abandoned From Hold—Yes/No value indicating if the caller abandoned from
hold.
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Transferred—Indicates if the call was transferred by the answering agent to
another measured or unmeasured location.
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Conference—Indicates if the call was conferenced by the answering agent to
another measured or unmeasured location.
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Agent Released—Indicates whether the agent released the call from the agent’s
terminal prior to call termination.