17.01 Agent and Dialer Session Report
- PeterF (Deactivated)
Overview
The Agent and Dialer Session report provides a log of the time an agent has spent logged into the system compared against the time they spent using the dialer.
Intended Use
Allows a supervisor to check outbound (dialer) agents working hours. The Session section provides details of the time the agent logged into Noojee Admin each day against the no. of hours actually spent dialing.
You should be cautious using this report as an agent can easily login at the begining of the day and not necessarily do any work. The same goes for the Dialer Sessions, it is actually possible to start the dialer but leave a call in 'wrap' for an extended amount of time (think hours). This report would not indicate any problems.
Filters
Date Range
The period of time to compile and display agent session times for.
Interval
The granularity of the report. Selecting an Interval of 'DAY' will show totals for each day and for each agent in the selected Date Range.
Agent
Select one or more agents to report on.
Fields
| Field | Description |
|---|---|
| Agent | The name of the agent |
| Interval | The start date/time of the interval the current row summaries. |
| Session Total | The total time spent logged into Noojee Admin during the rows interval. |
| Session Avg | The average time spent logged into Noojee Admin during the rows interval. An agent may login and out multiple times during the day. If they stay logged in all day and the Interval was Day then the Total and the Average will report the same value. |
| Max | The maximum amount of time an agent spent logged in during the interval. |
| Dialer Session Total | The total time the agent spent using the dialer. |
| Dialer Session Avg | The average time the agent spent in the dialer. An agent may start/stop the dialer multiple times during the day. |
| Dialer Session Max | The longest amount of time the agent spent using the dialer during the interval. |
| Dialer Session First | The first date/time the agent started the dialer during the interval |
| Dialer Session Last | The last date/time the agent started the dialer during the interval |
Refer to the Report Definitions for more detailed explaination of each field and how it is derived.