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User Productivity Detail Report

The User Productivity Detail Report displays detailed agent statistics, including:

  • The number of interactions offered

  • The number and percentage of interactions answered

  • The number and percentage of interactions abandoned

  • The number and percentage of flow outs

  • The duration and average for talk time

  • The duration and average for hold time

  • The duration and average for ACW time

  • The duration and average for handle time

Parameters

The following parameters can be specified for the User Productivity Detail report:

  • Date

  • Media Type

  • Site ID

  • Queue

  • User

  • User List

  • DNIS

Sample report

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

 

 

Report Element Descriptions

Report Element

Database Column or Computation

User

IceLib Display Name based on cName and FirstName, LastName from the Individual table

Queue

cReportGroup

Interval

Short Local time string based on dIntervalStartUTC

Media

Localized Media Type based on chkey4

Offered

nEnteredAcd

Number Answered

nAnsweredACD

Percentage Answered

(nAnsweredACD/EnteredACD)*100

Number Abandoned

nAbandonedACD

Percentage Abandoned

(nAbandonedACD/EnteredACD)*100

Number Flow Outs

nFlowOutAcd

Percentage of Flow Outs

(nFlowOutAcd/EnteredACD)*100

Talk time duration

tTalkACD-tHoldACD  

Talk time average

Talk time duration/nAnsweredACD

Hold time duration

tHoldACD

Hold time average

tHoldACD/nAnsweredACD

ACW time duration

tACW

ACW time average

tACW/nAnsweredACD

Handle Time duration

tTalkACD+tACW

Handle Time average

Handle Time duration /nAnsweredACD

 

Stored Procedure

  • sprpt_Productivity_d2

  • sprpt_Productivity_d_count2

 

Tables

  • IAgentQueueStats_NoCnfg

  • Individual