Agent call efficiency

You can access the detail list by selecting the "Reports" item in the left FIRST LINE menu and clicking the "Call Details" button.

Basic Fields

Agent	Telephone agent number.
Corresponding Representative	The name of the representative corresponding to this agent.
Date	Field showing the date.

Statistics Fields

Outbound Call Count	This field will display the number of outbound calls.
Outbound Call Time	Statistics of the total time of actual conversation after outbound calls are connected.
Extension-to-Extension Call Count	This field will display the number of calls between extensions.
Extension-to-Extension Call Time	Statistics of the total time of calls between extensions.

ACD Statistics Fields

ACD Answered	This field will display the total number of ACD answers.
ACD Hung Up	This field will display the total number of ACD hang-ups.
ACD Call Time	This field will display the total ACD call time statistics.
Ready Time	This field will display the total ready-state time of the representative.

ACD, commonly called "Automatic Call Distribution," is the abbreviation of Automatic Call Distribution; when a customer dials a designated line, the system automatically assigns the call to the appropriate representative based on the current situation for service.

"ACD Call Time" refers to the total recorded call time of incoming calls that were automatically distributed to representatives by the system after the customer entered the system, but this time does not include the duration of calls proactively dialed by representatives, since outbound calls initiated by the agent do not involve use of ACD functionality.

Total State Time

Total Busy Time	Total time record of the extension being in the "busy" state. (Includes waiting time for agent ringing and outbound ringing)
Total Ready Time	Total time record of the extension being in the "ready" state.

Release Not Ready Statistics

Meal Time	Statistics time of the field with the same name.
Break Time	Statistics time of the field with the same name.
Restroom Time	Statistics time of the field with the same name.
Administrative Time	Statistics time of the field with the same name.
Training Time	Statistics time of the field with the same name.
After-Call Work Time	This field will display the total after-call work state time of the representative.
Not Ready Time	This field will display the total not-ready state time of the representative.

Abandon Statistics

ACD Abandon Total Time	Total time customers waited in line in the ACD system before abandoning.
ACD Abandon Average Time	Average time customers waited in line in the ACD system before abandoning.
ACD Abandon Longest Time	The longest time a customer waited in line in the ACD system before abandoning.

Total Work Time

This field is the sum of "after-call work time," "ready time," and "total busy time," representing the representative's total teleworking time.