HELP FILE

Daily Performance (Summary)

    This article gives guidance to Rescue Administrators.

    This report returns cumulative daily performance data for members of the selected unit for the selected period.

    Each row represents a daily performance record for a Technician Group.

    Technician Group
    The name of the Technician Group that handled the sessions. Data type: String. Data length: 128 characters.
    Date
    The date when the member(s) of the Technician Group was (were) logged in during the selected time range. Data type: DateTime. Data length: unspecified.
    Total Login Time
    For all sessions, the total time spent logged in to Rescue in the selected time range. Data type: String. Data length: 128 characters.
    Number of Sessions
    The total number of sessions started during the selected time range and closed until the time of reporting by the selected unit. Data type: Integer. Data length: unspecified.
    Number of Sessions per Hour
    Number of Sessions divided by Total Login Time. The formula is: 3600 * (Number of Sessions / Total Login Time). Data type: String. Data length: 128 characters.
    Average Pickup Speed
    The average elapsed time between the beginning of Waiting status and Session Start by the technician. From the customer's perspective, this is the length of time the customer sees the message " Waiting for a technician". Data type: DateTime. Data length: unspecified.
    Average Duration
    The average session duration. That is, the average of the duration between Pickup Time and Session Close Time. Data type: DateTime. Data length: unspecified.
    Average Work Time
    Work Time is actual Technician Console utilization time during a session. It is the time spent actually using Technician Console functionality: (1) the session must be selected, (2) with an active connection to the Applet, (3) with the Technician Console in focus, and (4) the technician's status must not be Away. Data type: DateTime. Data length: unspecified.
    Longest Session
    The length of the longest session. That is the maximum duration between Pickup Time (Active status) and Session Close Time (Closed status). Data type: DateTime. Data length: unspecified.
    Total Active Time
    For all sessions, the cumulative time spent in Active status for all sessions during the selected period. Active time is measured from pickup (Active status) to close (Closed status), excluding Hold Time, Time in Transfer, Rebooting Time, and Reconnecting Time. The formula is: Total Session Time - sum(Hold Time + Transfer Time + Reconnecting Time + Rebooting Time). Data type: DateTime. Data length: unspecified.
    Total Work Time
    The sum of Work Time of all the sessions during the selected period. Work Time is actual Technician Console utilization time during a session. It is the time spent actually using Technician Console functionality: (1) the session must be selected, (2) with an active connection to the Applet, (3) with the Technician Console in focus, and (4) the technician's status must not be Away. Data type: DateTime. Data length: unspecified.