How has been calculated Agent Activity in Agents Statistic Table on Supervisor's Monitor. Fo example:
Thx
Thx
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CCR Agent Activity - how has been calculated?
- Thread starter tatol75
- Start date
hairlessupportmonkey
IS-IT--Management
for some stats, its based around the thresholds set at the top of the column
there are a number of other factors for various stats, and these can be found in the KB. I believe each stat is explained in there and how its calculated.
ACSS - SME
General Geek
there are a number of other factors for various stats, and these can be found in the KB. I believe each stat is explained in there and how its calculated.
ACSS - SME
General Geek
- Thread starter
- #3
Below settings (Agent Productivity) in Table of Agents Statistic:
Below settings (Agent Productivity) in Table of HG Statistic:
Agent accpets connection to 3 seconds middling; conversation does not last any longer than minutes 4; he hasn't Lost and No Answer calls. As there is possible, if has he Agent Productivity 92% for example? In my opinion (with KB calculation), he should have 100%.
Below settings (Agent Productivity) in Table of HG Statistic:
Agent accpets connection to 3 seconds middling; conversation does not last any longer than minutes 4; he hasn't Lost and No Answer calls. As there is possible, if has he Agent Productivity 92% for example? In my opinion (with KB calculation), he should have 100%.
- Thread starter
- #4
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