HELP FILE

Performance Report (Summary)

    This article gives guidance to Rescue Administrators.

    This report returns collective performance data for all members of the selected unit for the selected period.

    Number of Sessions
    The total number of sessions handled. Data type: Integer. Data length: unspecified.
    Total Login Time
    The total time spent logged in to the Technician Console. Data type: DateTime. Data length: unspecified.
    Average Number of Sessions per Hour
    The average number of sessions handled per hour. Data type: String. Data length: 128 characters.
    Average Pick-up Speed
    The average elapsed time between the beginning of Waiting status until entering Active status (when the session is picked up by the technician). From the customer's perspective, this is the amount of time the customer sees the message Waiting for a technician. Data type: DateTime. Data length: unspecified.
    Average Session Duration
    The average length of sessions handled by technicians in the selected unit. 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.
    Total Session Time
    The total length of sessions handled by technicians in the selected unit. Data type: DateTime. Data length: unspecified.
    Longest Session
    The length of the longest session conducted during the selected period by any member of the selected unit. Data type: DateTime. Data length: unspecified.
    Total Active Time
    The cumulative time spent in Active status for all sessions. Active time is measured from pickup (Active status) to close (Closed status), excluding Hold Time, Time in Transfer, Rebooting Time, and Reconnecting Time. Data type: DateTime. Data length: unspecified.
    Total 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.