Availability of employees

PCA_Agents_SL

Description:

Availability of the employees. Only green bar = 100% availability. Only red bar = 0% availaibility The employees are displayed in alphabetical order.
To analyze the incoming, outgoing and missed calls of an individual employee in more detail, click on the bar of the employee. A new graphic opens with the Number of Calls of the Employee over Time.

Filter:

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

The following are displayed:

  • Service Level in percent (green = successful, red = missed)

Evaluation of group calls: A call is always counted only for the employee, whom the call has reached the last. In parallel call scenarios the PBX decides on which line the call is finished last.

PCA_Graph_Menu_Open Settings:

Filter:

  • Incoming calls
  • outgoing calls
  • incoming/outgoing calls

Version 6.0