Number of calls per employee

PCA_Agents_Calls_per_Agent

Description:

Sum of listed calls (accepted calls) of the employees (orange = outgoing | blue = incoming, or incoming directly accepted, light blue = incoming forwarded). Missed calls are not considered, so call duration = 0.
To analyze the calls of an individual employee in more detail, click on the bar of the employee. A new graphic opens with the Calls of the Employee Over Time.

Filter:

  • Employee
  • Time period
  • internal/external or all calls

The following are displayed:

  • Sum of outgoing calls
  • and
  • Sum of all incoming calls
  • or
  • Sum of forwarded incoming calls
  • Sum of directly accepted incoming calls

PCA_Graph_Menu_Open Settings:

Display incoming forwarded calls

Via this setting, it is possible to evaluate the incoming calls differentiated by forwarded or directly accepted calls.

Version 6.0