diff --git a/agc_2-X/trunk/www/vicidial/AST_agent_performance_detail.php b/agc_2-X/trunk/www/vicidial/AST_agent_performance_detail.php index 8848799a..c432be4e 100644 --- a/agc_2-X/trunk/www/vicidial/AST_agent_performance_detail.php +++ b/agc_2-X/trunk/www/vicidial/AST_agent_performance_detail.php @@ -205,11 +205,11 @@ while ($i < $campaigns_to_print) {$group[$i] = $groups[$i];} $i++; } - for ($i=0; $i\"HELP\""; $HTML_head.="\n"; $HTML_head.="\n"; @@ -298,6 +300,10 @@ $HTML_text.="\n"; $HTML_text.=""; $HTML_text.=" Campaigns:
"; echo ""; if ($report_display_type) {echo "";} echo "\n

"; -echo "\n"; +echo "$NWB#agent_time_detail$NWE\n"; echo "         "; echo "          \n"; diff --git a/agc_2-X/trunk/www/vicidial/admin.php b/agc_2-X/trunk/www/vicidial/admin.php index e526c7fe..6d2a3465 100644 --- a/agc_2-X/trunk/www/vicidial/admin.php +++ b/agc_2-X/trunk/www/vicidial/admin.php @@ -8939,7 +8939,7 @@ if ($SSallow_emails>0) Maximum System Stats Reports


- These statistics are cached totals that are stored throughout each day in real-time through back-end processes. For inbound calls, the total calls per in-group are calculated for each call that enters the process that calculates. For the whole system counts, the totals are generated from log entries as well as other in-group and campaign totals. These totals may not add up due to the settings that you have in your system as well as when the call is hung up. + These statistics are cached totals that are stored throughout each day in real-time through back-end processes. For inbound calls, the total calls per in-group are calculated for each call that enters the process that calculates. For the whole system counts, the totals are generated from log entries as well as other in-group and campaign totals. These totals may not add up due to the settings that you have in your system as well as when the call is hung up. 0) ?> +



+ Reports

+ + +
+ Agent Time Detail - In this report you can view how much time agents spent on what.
+ TIME CLOCK = Time the agent been logged in to the time clock.
+ AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE).
+ WAIT = Time the agent waits for a call.
+ TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
+ DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
+ PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...).
+ DEAD = Time the agent is in a call where the customer has hung up.
+ CUSTOMER = Time the agent is in a live call with a customer.
+ - The next table is pause codes and their time.
+ LOGIN = The pause code when going from login directly to pause.
+ LAGGED = The time the agent had some network problem or similar.
+ ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
+ and empty is undefined pause code.
+ + +
+ Agent Status Detail - In this report you can view what and how many statuses has been selected by the agents.
+ CALLS = Total number of calls sent to the user.
+ CIcalls = Total number of call where there was a Human Answer which is set under "Admin" -> "System Statuses".
+ DNC/CI% = How much in percent DNC (Do Not Call) per Human Answers.
+ And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to "Admin" -> "System Statuses".
+ + +
+ Agent Performance Detail - This is a combination of Agent Time Detail and Agent Status Detail.
+ (Statistics related to handling of calls only)
+ CALLS = Total number of calls sent to the user.
+ TIME = Total time of these (PAUSE + WAIT + TALK + DISPO).
+ PAUSE = Amount of time being paused in related to call handling.
+ AVG means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (PAUSE / CALLS = PAUSAVG)
+ WAIT = Time the agent waits for a call.
+ TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
+ DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
+ DEAD = Time the agent is in a call where the customer has hung up.
+ CUSTOMER = Time the agent is in a live call with a customer.
+ And the rest is just System Statuses that the agent picked and how many, to find out what they means then head over to "Admin" -> "System Statuses".
+ - Next table is Pause Codes.
+ TOTAL = Total time on the system (WAIT + TALK + DISPO + PAUSE).
+ NONPAUSE = Everything except pause (WAIT + TALK + DISPO).
+ PAUSE = Only Pause.
+ - The last table is pause codes and their time (like "Agent Time Detail").
+ LOGIN = The pause code when going from login directly to pause.
+ LAGGED = The time the agent had some network problem or similar.
+ ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
+ and empty is undefined pause code.
+ +