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4.8 AGENT STATISTICS
LOGGED IN
The number of stations programmed in the UCD group and the number of stations
that are currently logged in.
This statistic is a real time statistic and so will not print on a report.
STATUS
This screen shows the agents name, extension number and status. The status can
be In Group, Out of group or in DND.
This statistic is a real time statistic and so will not print on a report.
CALLS ANSWERED
The total number of calls answered by the agent. This does not include ring no
answer to an agent station.
If this total number is less than the calls received by the group it is possible that
calls were unanswered by an agent and went to final destination or that callers
hung up while in queue.
If this total number is more than the calls received by the group it is possible that
calls were transferred from one agent to another.
AVERAGE CALL TIME
This is an average of all the call durations for the agent
AVERAGE RING TIME
This is an average of all the ring times for the agent. Ring times are previously
explained.
4.53
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