Pause on Agent Performance Detail

[saulortega]

Hello.



Why the difference?

"Statistics related to handling of calls only"... What means "handling of calls"?

[omarrodriguezt]

Hello,
Those results came from distinct tables, that why you see a difference.
Also, can you please post your server details and installation method?

[ivschakravarthi]

First Report[CALL STATS BREAKDOWNt] statistics were calculated related to duration of calls handled only.
Second Report[PAUSE CODE BREAKDOWN] is the total duration of the agent.

First report is the billable duration report means, actual time for which agent handled the calls.
Below is the example
1. An agent dis-positioned a call and entered the pause mode for 10 secs and resumed to waiting state and took an inbound call.
-> Pause time according to CALL STATS BREAKDOWN- 10 secs
-> Pause time according to PAUSE CODE BREAKDOWN- 10 secs

2. An agent dis-positioned a call and entered the pause mode for 10 secs and resumed to waiting state and for 10 secs he was in waiting state and again entered into the pause mode for 10 secs without taking the call and resumed to waiting state and took the call.
-> Pause time according to CALL STATS BREAKDOWN- 10 secs . [Agent switched from Pause to Resume and Resume to Pause mode with out any call activity i.e., ignoring the first 10 secs pause time.]
-> Pause time according to PAUSE CODE BREAKDOWN - 20 secs .

[saulortega]

First Report[CALL STATS BREAKDOWNt] statistics were calculated related to duration of calls handled only.
Second Report[PAUSE CODE BREAKDOWN] is the total duration of the agent.

First report is the billable duration report means, actual time for which agent handled the calls.
Below is the example
1. An agent dis-positioned a call and entered the pause mode for 10 secs and resumed to waiting state and took an inbound call.
-> Pause time according to CALL STATS BREAKDOWN- 10 secs
-> Pause time according to PAUSE CODE BREAKDOWN- 10 secs

2. An agent dis-positioned a call and entered the pause mode for 10 secs and resumed to waiting state and for 10 secs he was in waiting state and again entered into the pause mode for 10 secs without taking the call and resumed to waiting state and took the call.
-> Pause time according to CALL STATS BREAKDOWN- 10 secs . [Agent switched from Pause to Resume and Resume to Pause mode with out any call activity i.e., ignoring the first 10 secs pause time.]
-> Pause time according to PAUSE CODE BREAKDOWN - 20 secs .

hank you very much.