Fieldname | Description | Datafield/ Formula | Format |
Month
|
Month of year | Month | |
Date
|
Selected Date from the filter | Date | |
Agent Name
|
Name of the agent | AgentName | |
Agent Login ID
|
Extension of the agent | Extension | |
Login Time
|
Time of agent logged in to the MRD
|
LoginTime | |
Logout Time
|
Time of agent logged out from MRD
|
LogoutTime | |
Team
|
Name of the agent team | Team | |
Campaign Name
|
Name of the campaign | CampaignName | |
Connected Calls
|
Total outbound calls answered by the agent | OutboundCalls | |
Login Duration
|
Total login duration | LoginTime | minutes |
Ready Time
|
Total ready duration | ReadyTime | minutes |
Not Ready Time
|
Total not ready duration | NotReadyTime | minutes |
Reserve Time
|
Total time in reserve state | ReserveTime | hh:mm:ss |
Talk Duration
|
Total talk duration | TalkDuration | hh:mm:ss |
Hold Duration
|
Total hold duration | HoldDuration | hh:mm:ss |
ACW Duration
|
Total duration while entering Wrapup data
|
ACWDuration |
hh:mm:ss
|
Handle Duration
|
Total duration of outbound answered calls
|
HandleDuration | hh:mm:ss |
Avg Talk Time
|
Average talk time | (TalkTime/CallsAnswered | hh:mm:ss |
Avg Handled Time
|
Average handle time | (HandleTime/CallsHandled) | hh:mm:ss |
Occupancy
|
The percentage of time agent occupied for handling task out of total ready time
|
(TalkTime+HoldTime+ACWTime
+ReserveTime)/(LogonTime – NotReadyTime)
|
Percentage |