Agent Time Detail Parameters

[mettichi]

Hello,

I need to know the meaning of the agent time detail parameters in Report section:
1- Agent time
2- Wait
3- Dead
4- Customer
5- Talk
6- Dispo
7- Pause
8- Login
9- Lagged
Does Agent time = wait + dead + customer +talk + dispo + pause?

Best Regards
Mettichi Bassem

[DomeDan]

Code: Select all

+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+
| USER NAME       | ID       | CALLS    | TIME CLOCK | AGENT TIME | WAIT       | WAIT %     | TALK       | TALK TIME %| DISPO      | DISPOTIME %| PAUSE      | PAUSETIME %| DEAD       | DEAD TIME %| CUSTOMER   |   |      LOGIN |            |
+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+
| Dan             | 1234     |        3 |       0:00 |      16:59 |       0:32 |      3.14% |       2:03 |     12.07% |       0:15 |      1.47% |      14:09 |     83.32% |       1:01 |      5.99% |       1:02 |   |      13:14 |       0:55 |
+-----------------+----------+----------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+------------+   +------------+------------+

TIME CLOCK = Time the agent is logged in to the time clock
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE)
WAIT = Time the agent waits for a call
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...)
DEAD = Time the agent is in a call where the customer has hung up
CUSTOMER = Time the agent is in a live call with a customer

The next table I guess is pause-codes and their time
LOGIN = The pause-code when going from login directly to pause
LAGGED = The time the agent had some network problem or similar
found the status ANDIAL on one agent and after some digging in the code I found that this is when the agent been in the same dispo for more than 1000 seconds
and empty is undefined pause-codes... I guess... William, Matt etc correct me if I'm wrong

Looking for more? I've tried explaining "Agent Status Detail" and "Agent Performance Detail" over here: viewtopic.php?f=4&t=26420&p=92680#p92680

[Staydog]

Hey,

DOME DAN, you are right on the money. Does Agent time = wait + dead + customer +talk + dispo + pause? YES

TIME CLOCK = Time the agent is logged in to the time clock
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE)
WAIT = Time the agent waits for a call
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...)
DEAD = Time the agent is in a call where the customer has hung up
CUSTOMER = Time the agent is in a live call with a customer

The next table I guess is pause-codes and their time
LOGIN = The pause-code when going from login directly to pause
LAGGED = The time the agent had some network problem or similar

[DomeDan]

Does Agent time = wait + dead + customer +talk + dispo + pause? YES

No, remove dead and customer and you get the right amount of time, read my previous post and you will understand why.

Anyway, Its strange that this info in not available in neither the help section or the manual.
I though about making a feature request about this, but I might as well add it to the help section myself and post it to the issue tracker.

[williamconley]

It would probably be very useful to add (?) to various areas of the reports pages and add them to the help screens. Or just add a Legend to each of the reports. A bit of work, that.

[DomeDan]

I've added "Agent Time Detail", "Agent Status Detail" and "Agent Performance Detail" to the help section and that "question-sign-link" to the reports http://www.vicidial.org/VICIDIALmantis/view.php?id=626
But I would like to do some changes like putting a function and variables in admin_header.php, but I would like to hear from Matt if he would like it that way or got an other idea.

[mflorell]

At this point it's probably time to just create a "help.html" file with all help information in it. It would be simpler to update, and it would remove hundreds of lines from the admin.php script at the same time.

[DomeDan]

Indeed!
admin.php would need some diet imo

[williamconley]

You wanna be funny, make it a DB entry system instead. Then you can pull up the entry you want instead of the whole shebang. And mostly Adding to it would actually be quite easy at that point.

I detect a "volunteer" remark about to occur, though ...

[mflorell]

Putting the help data in the DB would be a great idea! Thank you for volunteering to do this

Please consider that it would need to work with multiple languages too.

[DomeDan]

But I like being able to view the whole shebang,
I use the search-function in the browser to find settings, for example if I'm looking for settings regarding recording: its easy to use Ctrl-F any type "recording" and jump around the results.
And I guess the database already has a lot of work to do, I vote for a static html help page.

[williamconley]

Who's to say the DB version wouldn't merely be a php page that calls the entire help page up (perhaps as an option on the resulting single result?). Less web traffic usually, still having the option to see ALL the help.

[DomeDan]

But with a pure html the browser would use its cache to save the the help-page,
so it only needs to be downloaded once for every browser.

What do you say about adding a poll in the feature section regarding this?

[williamconley]

A db version could reduce the "pull" to the individual item being requested (with an "optional" get the whole thing button). Then the data stream for each help item would be infinitesimal. Oh: And as long as it does not change, the browser views all of them as html regardless. Remember that your web browser does not have any idea that the page originated from an asp server a tomcat engine or a php page. The result of all of these is still pure html.