statistics guidance

[keefbeef]

We currently use Contact Centre 6 and without training, we have been having difficulty understanding column titles within some of the reports (for example, Agent Performance).

Is there any good resource explaining what each piece of information means. Examples include ring time, waiting time, walk away, etc.

 

[Utreg]

You can find more information in the: Contact Center Performance Management Data Dictionary.

http://support.avaya.com/css/P8/documents/100097668

This document is for Release 7.1 but info is also valid for CC 6.0 and probably also earlier versions

 

[bajangsa]

If you got any specific questions, feel free to ask me..

 

[keefbeef]

bajangsa, thanks for the offer.... That document has most (if not) all the fields defined and that's what I was looking for!

Thanks again guys!!