348 Agent Daily DN Wrapup Detail
Definition
This report shows the classification and handling of incoming and outgoing direct calls (DN Incoming / Outgoing) on a daily basis per agent.
This report is only useful if the agents select a wrapup reason code during the wrapup time.
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data source: Termination_Call_Detail
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| AgentID | ID of agent | |
| AgentFirstName | First name of agent | |
| AgentLastName | Surname of agent | |
| AgentName | Full name of agent (combination of surname and first name) | |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) | |
| AgentLoginName | Login name of agent (LoginName) | |
| AgentEnterpriseName | EnterpriseName of agent | |
| TeamID | ID of agent team (optional) | |
| TeamName | Name of agent team (optional) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| WrapupData | Call classification which was set by agents for incoming and outgoing direct calls in the wrap-up stage | |
| Handled | Number of incoming and outgoing direct calls answered by agents (incremented upon completion of wrap-up) | |
| HandleTime | Total handling time of incoming and outgoing direct calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgHandleTime | Average handling time of incoming and outgoing direct calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | HandleTime / Handled |
| TalkTime | Time in seconds which incoming and outgoing direct calls are active (call duration without hold time) | |
| AvgTalkTime | Average time in seconds which incoming and outgoing direct calls are active (call duration without hold time) | TalkTime / Handled |
| PerTalkTime | Percentage of which incoming and outgoing direct calls are active (call duration without hold time) | TalkTime / HandleTime |
| HoldTime | Time in seconds which incoming and outgoing direct calls are on hold (e.g. for queries) | |
| AvgHoldTime | Average time in seconds which incoming and outgoing direct calls are on hold (e.g. for queries) | HoldTime / Handled |
| PerHoldTime | Percentage of which incoming and outgoing direct calls are on hold (e.g. for queries) | HoldTime / HandleTime |
| WrapupTime | Time in seconds which incoming and outgoing direct calls are in the wrap-up stage (after active incoming and outgoing direct calls until agents are available again) | |
| AvgWrapupTime | Average time in seconds which incoming and outgoing direct calls are in the wrap-up stage (after active incoming and outgoing direct calls until agents are available again) | WrapupTime / Handled |
| PerWrapupTime | Percentage of which incoming and outgoing direct calls are in the wrap-up stage (after active incoming and outgoing direct calls until agents are available again) | WrapupTime / HandleTime |