CCC Reports-Agent Group Tabular Summary(Percen/Time In state)

[KaztarT]

I didnt see any silly report like that.Also I couldnt understand how this report is calculating.

When I took the report for example for percentage I saw that one agent has the %112 Ready state.What does it mean?

Please somebody tell me about the calculation or idea about this report.

Also What about the type of other reports.Are they all true or sometimes can ther be some mistakes about reports.

I am using ccc.5.0.33 and Ip Office 3.2.53.

 

[CarGoSki]

There is a details link next to each report in the reporter front end. Click it. You can also find similiar details in the engineers toolkit.

It is strange that you have a ready state of more than 100%


Agent Group Tabular Summary (Percentage in State)
A report which provides detailed analysis of time in state and performance per agent for external transactions, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another’s. Data is expressed as a percentage of time in state against total time. Training or incentives may then be targeted to individuals to help improve productivity.

The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. The directions include: H, O, Y, G, I, X (refer to the glossary for Transaction Direction definitions).

Notes:

The agent name is the name associated with the agent DN at the time the record was written to the database. It is important to note that if a call is lost whilst queued against the target, but no agent has been alerted within the group, there is no agent to report on, consequently the last recipient is considered to be the target group. Therefore, when running this report it is possible to observe agent group names in the agent name column. This relates to calls, which are lost in this manner.

O/G Answered (Inc. Xfers) - This includes failed outgoing transaction attempts but is not inclusive of failed transfers of an outgoing transaction.

Logged On - As this is an historical report, the agents need to have logged off before the time spent logged on can be calculated

Ready - This is defined as the state where the agent is logged on and not presently involved in a call, or in Busy Wrap Up or Busy Not Available.

Busy - Busy state in respect to agents, is the time in which the reflected agent has spent in the following states:

Time spent between initialising a dial-up sequence and resolution of the ARS package.

The time that the agents' terminal is in-operable eg. time terminal has been disconnected from the switch.

The time spent programming the terminal.

Continuously monitoring the other device ie. listening in to another agent call.

If an agent enters Busy NA whilst on a call, the connection status of that call will take precedence over Busy NA until the call has cleared. At which point Busy NA state will be measured. Busy NA (not available) restricts all calls to that agent, including internal calls.

If an agent enters Busy WrapUp whilst on a call, the connection status of that call will take precedence over Busy WrapUp until the call has cleared. At which point Busy WrapUp state will be measured. Busy WrapUp restricts incoming calls to agent - the agent can however receive internal calls.

Incoming - The time spent connected to an incoming external call from the point of answer, exclusive of holding time as defined in Hold State, until the time that the call was either cleared or transferred away from the reflected agent. This time is inclusive of time spent connected to transfers of incoming calls.

Outgoing - If the agent holds the outgoing call, the rules outlined in Holding State will apply. If the outgoing duration in question refers to the initial set-up of a call performed whilst the calling agent is currently holding on an earlier call, the rules as outlined in Holding State will apply.

The state time metrics are historical and measured from start to finish of state activity. State activity will not contribute to totals until full duration of a state segment is known.

The activity times relate only to state of agent device and not to media types.