vicidial.org

I just made an agent performance detail report of yesterday:




And this is the team performance detail report of the same day:



How can the nonpause time have a differnt definition in two reports? It should be one definition through the whole system. What is the difference between the two time columns in the team performance report?

Because those two reports are looking at different values that may look at time spent with clients vs time logged in to a campaign. Did you read the "notes" at the top of each report to see what they measure?

The description of the agent performance detail report says only this: Statistics related to handling of calls only

My questions are still valid:
-How can the nonpause time have a differnt definition in two reports? It should be one definition through the whole system. What is the difference between the two time columns in the team performance report?
-The nonpause time in the agent performance report is too low, it's simply incorrect.
-How can the login time be less then the TIME value
-Why are the nonpause time and the system almost the same, what's the difference in the team performance report. Maybe hover-over info balloon on the report headers would help

I noticed that 2 when I upgraded, now I have to do the math myself. I pay my people based on non-pause time, that way the agent needs to try and be quick and efficient with dispositioning calls and so forth, but I find agents will still and try to work in the minutes etc.

Yes, we used that time too for paying agents. I can't imagine this change was intentional. Hope Matt reads this.