Classification Overview
File name: Classification Overview.rdl
Introduction
Classification Overview displays all information relevant to classifications.
Classifications
The “Classifications” items quickly displays the number of Classified Conversations. The item contains the following items:
Item |
Description |
---|---|
Classification |
Level and name of the classification. |
Total |
Total number of times this classification was made. |
Average Queue Time |
The Average Queue Time displays the average seconds of the time a Conversations was in the queue. Note This is between [InQueueTime] and [AcceptedTime]/[Endtime] |
Average Initial Talk Time |
The Average Initial Talk Time displays the average second of time a Conversations was connected to an first Agent. (without transfer) Note This is between [AccepedTime] and [TransferTime]/[EndTime] |
Average Talk Time |
The Average Talk Time displays the average seconds of time a Conversations was connected to the Agents. (including transfers) Note This is between [AcceptedTime] and [Endtime] |
Parameters
With parameters it is possible to filter the record. Below are the parameters available for this Report:
Parameter |
Description |
---|---|
Language |
Select the language for the reports. More languages can be installed in the Language.rdl report. |
UCC |
Filter on UCC. Select UCC through a check box. |
Starttime |
Display all records on and after this date. |
Endtime |
Display all record before this date. |
Agents Filter |
Enable or Disable Agents filter Note Use parameter Agents to select Agents. |
Agents |
Filter on Agent sip addresses in this field. (Multi-line) Multiple Agents can be entered, you can separate them by using "Enter". |
Dialogue |
Filter on the Dialogue Type
|
Type |
Filter on the Conversation Type:
|
Modality |
Filter on the Modality Type:
|
Group |
Toggle the group between:
|
Businesshours |
Filter dialogue on Businesshours:
|
Filter on Classified |
Toggle between classified dialogues and all dialogues. |
Classification |
Displays the records in the selected Classification. |
Column Group |
Toggle the column group between total or a classification level |
RateTotal |
Change to total rate to:
|
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