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Agent Status Reports
Table 4: Agent Status Reports
Key Number Sample Display Description
0 398 Bob Agent identification number and name
1 WAIT TIME 01:55 Average waiting time for agent
2 # ACD CALLS 25 Number of ACD calls answered by the agent
3 ACD CALL 02:14 Average duration of ACD calls
4 # NON ACD 3 Number of non-ACD calls made/answered by agent
5 NON ACD 01:27 Average duration of non-ACD calls
6 # MADE BUSY 4 Number of times agents made busy
7 AVG BUSY 03:42 Average duration of make busy state
8 # ON HOLD 5 Number of ACD calls put on hard hold
9 AVG HOLD 00:32 Average duration of ACD calls on hard hold