What fields are used for “total working time” and what is the calculation?
Also how do we see the difference in calls handled vs offered?
We appreciate your help and just let me know on any questions.
Total Working Time (Agents)
Pre-calculated field found in agent_performance
https://help.brightpattern.com/5.3:Reporting-database-specification/agent_performance
total_working_time BIGINT Total time that the agent spent handling calls or being ready to handle calls during the aggregation interval (the sum of times in Talk, Hold, After-Call Work and Ready states)
Calls Offered
Pre-calculated field found in agent_performance - num_calls_in
https://help.brightpattern.com/5.3:Reporting-database-specification/agent_performance
|num_calls_in|BIGINT|For voice, num_calls_in specifies the number of inbound calls offered to the agent.
| For email, it specifies the number of emails that were pushed to the agent. |
|---|
Calls Answered(Handle)
Pre-calculated field found in agent_performance - num_calls_answered
https://help.brightpattern.com/5.3:Reporting-database-specification/agent_performance
|num_calls_answered|BIGINT|For voice, num_calls_answered specifies the number of inbound calls handled by the agent.
| For email, it specifies the total number of inbound emails processed by the agent in any manner (replied to, closed without reply, or transferred). |
|---|