reporting on agent id 1

[lancbomb]

is their a report i can run to show just the total time an agent has been logged in and also what is the differeance between an application and a skillset

 

[BkMesser]

There is an agent login/logout report. It tells you when and for how long each agent logs in. There is a ton of data in it and usually the systems only save 3-5 days of this data.

An application is tied to a script. The type of data you get on the master script application could be total # of incoming calls into a call center. The application delay before abandoned report tells you how long the caller held before they gave up.

A skillset report will give you statistics on how that particular group is doing answering calls. One example would be skillset talk time.

The Reports book is really helpful.

"Mongo only pawn in game of life.

 

[captaingadget]

The "agent performance report" also gives the logged in time together with a load of other stuff.

 

[x11tech]

There are 4 call flow levels in Symposium (or Contact Center 6). Each caller must pass through all 4 levels to be handled by an agent (the last level actually is the agent).

[ol]
[li]CDN[/li]
[li]Application[/li]
[li]Skillset[/li]
[li]Agent[/li]
[/ol]

An Application is the script module directly below the Master_Script and is provided as a way of grouping call types for reporting purposes. Script modules that are called from an Application are not themselves applications. (This is the difference between a Primary Script and a Secondary Script.)

Skillsets are a grouping of agents and the channel whereby callers are queued to agents. They are also a way of grouping callers or agents for reporting purposes.


Typically the design intent is to use the Application to define a caller's purpose and use the Skillset to define an agent skill needed to handle that purpose.