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VERSION: 2.4-349a |BUILD: 111122-1333 | installed from scratch(raysolomon) | asterisk 1.4.39(vici) | digium 1port E1| 15agents


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Hi based on the above image(agent performace report) i need to know what is difference between "time" in call stats breakdown and the "total" in the pause breakdown
which one i can consider as total agent log in time.

difference between pause in call stats breakdown and pause in the pause breakdown.

what is the empty column next to the login in the pause breakdown

The TIME is time related to call handling only. In other words, if an agent click PAUSE, then RESUME then PAUSE again the first pause time will be ignored.

The TALK time is the time spent in the talk screen on the agent interface, not the actual telco talk time between the agent and customer, to get that you have to subtract the DEAD time.

The empty pause code time is when no pause code was selected.

thanks matt

so the total login time of an agent will the TOTAL in the pause breakdown.

Hi Matt,

If first pause time is the difference between the TIME and TOTAL then please help me to retrieve first pause time.
From where we can find 'First pause time' ?

Please help us because one of my client raise a question on both differences.

Please help us.

Thanks:)
Arvind

That could be in the log, but ignored by the reporting system. So if you want it, you'll need to grab it from the log. Unfortunately, if the log entry is overwritten (possible but doubtful) then the information may no longer be avaialble.

Hi,
I need to know what I need to do in order to be able to select also hours between which to generate the agent performance detail report, not only dates.

Thank You

VERSION: 2.4-309a
BUILD: 110430-1642

you need to either use the "Shift" value AM/PM which is hardcoded: 03:45:00-15:15:00 / 15:15:00-23:15:00
or edit the code, you can simply use the variables $time_BEGIN and $time_END to set the hours