Employee with the most calls

PCA_Agents_Most_Calls

Description:

The top 5 employees who have communicated the most (number of calls) or the longest (call duration). The Others section refers to the other employees. Employees with the same results are sorted alphabetically.
To analyze the calls or call duration of an individual employee in more detail, click on the segment of the employee. A new graphic opens with the Number of Calls of the Employee over Time.

Filter:

  • Employee
  • Time period
  • Comparison time period (if trend analysis active)
  • internal/external or all calls
  • The following are displayed:

  • Percentage of the total call volume, or call duration of all selected employees
  • PCA_Graph_Menu_Open Settings:

  • Trend / comparison time period
  • PCA_Agents_Most_Calls_Trend

  • Evaluation according to:
  • Number of calls or
  • Call duration

  • Filter:
  • incoming calls only
  • outgoing calls only
  • incoming/outgoing calls
  • Database: This evaluation only refers to the current time period, not the comparison time period!

    Version 6.0