Team Log

Team log give managers and supervisors an overview of the real time performance of each team member.

Report can be viewed for specific intervals using the quick access drop-box.

Statistics available in the report:

Complete – This is any work item used to load the Customer Centric Hub which has then been set to status completed by the team member in that particular Customer Centric Hub session.

Secondary – This is any other items completed within the session that were not used as the primary work item to launch the Customer Centric Hub.

Pending – the Primary Work Request has been left in a Pending state => Maximum value of 1 per Session

Incomplete – the Primary Work Request has been left open / unresolved => Maximum value of 1 per Session

Worked – count of Primary and/or Secondary Work Requests that have been closed / resolved

Handled – Total BDEx Session count.

Paused Time – Duration of ‘Offline’ Activities recorded for the period

Total Time – All BDEx Sessions accumulated for the period.

Productive Time – Total Time – Paused Time.

Productive %: Percentage of Total Time that the Agent was deemed to be available to work.

AHT (Average Handling Time) – Productive Time divided by the number of Primary Work Requests closed / resolved

EHT (Estimated Handling Time) – based on BDEx Resolution Time settings at the Class & Subclass level

Actions – The number of actions taken by an agent. An action can include any step done withing the DWC like viewing the case in BDEx, watching the case etc.

Top: Case Cat – Case category most work on by the agent.

Top: Count – The count ( number of times ) the top case category was worked by the agent.

BDx St Dat – Date on which DWC user session started.

BDx St Time – Time on which DWC user session started.