How to navigate to this page> Typical display>
A Management Information report showing the session activity for a particular user. It should be noted that the User Group filter is applied to a selected user (i.e. the display shows the activity for the user whilst logged on to the selected user group). If the User Name filter is not set then the User Group filter shows the activity of all users belonging to that user group.
Session Agents Panel
| • | Start time - the start date and time of the logon session; |
| • | End - the end time for the logon session; |
| • | Logoff Reason - the logoff reason code (default to Agent logged off if no specific reason is provided by the agent); |
| • | User Group - the user group to which the agent belongs; |
| • | Ready - the total time the agent has spent in the ready state for this logon session; |
| • | Busy - the total time the agent has spent busy handing a contact for this logon session; |
| • | Wrap - the total time the agent has spent in the wrap-up state for this logon session; |
| • | Not Ready - the total time the agent has spent in the not ready state for this logon session; |
| • | Inbound Offered - the number of inbound calls presented to this agent; |
| • | Inbound Handled - the number of inbound calls answered and handled by this agent; |
| • | Inbound Ave Ans - the average answer time for the call handled by this agent; |
| • | Outbound Calls - the number of outbound calls handled by this agent; |
| • | Outbound Ave Cust Ans - the average time that the customer took to answer each outbound handled call; |
| • | Hold - the average call hold time for this logon session; |
| • | Cons - the average time that the agent spent consulting with another agent; |
| • | Wrap - the average wrap-up time for each call handled; |
| • | Talk - the average talk time for each call handled. |
Not Ready Reasons Panel
| • | State Start Time - the start time for this agent state; |
| • | State Time - the time spent in not ready; |
| • | Not Ready Reason - the reason code associated with this not ready state. |