Report Tool Field Categories
1 Agents
Table 16-1: Agents Report Field Categories | |
Category | Fields |
Agent Statistics | User defined. |
Agent Attributes | User defined. |
Agent Performance Message Statistics | User defined. |
2 Agent Status
Table 16-2: Agent Status Report Field Categories | |
Category | Fields |
Unavailable Reasons | User defined. |
Unavailable Reasons, System |
|
3 Call Interaction
Table 16-3: Call Interaction Report Field Categories | |
Category | Fields |
Administrative |
|
Agent Performance - Counts |
|
Agent Performance - Duration |
|
Call Arrival / Generic Time |
|
Call Duration |
|
Call Performance |
|
Call Routing |
|
Common |
|
4 Call Segment
Table 16-4: Call Segment Report Field Categories | |
Name | Description |
Administrative |
|
Agent Performance - Counts |
|
Agent Performance - Duration |
|
Call Arrival / Generic Time |
|
Call Duration |
|
Call Performance |
|
Call Routing |
|
Common |
|
5 Telephony Billing
Table 16-5: Telephony Billing Report Field Categories | |
Category | Fields |
Common |
|
Canada |
|
Canada (30s min.) |
|
Exclude Canada |
|
Exclude Canada (30s min.) |
|
Total Time |
|
Total Time (30s min.) |
|