Contents

Agent Utilization by Campaign Report

The Agent Utilization by Campaign report displays time usage information for agents, by campaign, on Dialer-related tasks. The report includes statistics on tasks such as: logged-in time, connected/talk time, and wrap-up time.

The information in this report is displayed by Campaign and Agent, and includes:

Campaign name
Agent
Logged-in time
Number of calls
Average Connected/Talk time
Total Connected/Talk time
Percentage Connected/Talk time
Average Wrap-up time
Total Wrap-up time
Percentage Wrap-up time
Average Preview time
Total Preview time
Percentage Preview time

Parameters

The following parameters can be specified for the Agent Utilization by Campaign Report:

Date Time
Campaign
Site ID

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation
Agent	IceLib GetDisplayName function based on corresponding icuserid, firstname, lastname from the Individual table.
Logged in Time	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'Logout'
Calls	Distinct Count (AgentStats.CallIDKey) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = '0'
Connected/Talk Avg	Connected/Talk Total divided by Calls
Connected/Talk Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = '0'
Connected/Talk %	Connected/Talk Total divided by Logged in Time
Wrap-up Avg	Wrap-up Total divided by Calls
Wrap-up Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'WrapUpTime'
Wrap-up %	Wrap-up Total divided by Logged in Time
Preview Avg	Preview Total divided by Calls
Preview Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName='PreviewTime'
Preview %	Preview Total divided by Logged in Time

Stored Procedure

sprpt_DialerAgentUtilCampaign2
SPRPT_DIALERAGNTUTILCAMP_COUNT2

Tables

AgentStats