Features (AddOns)

Service Up

InBox AgentProductivity

Version 6.1.5

Creation date 2019-07-29

Resources

This module allows you to view the performance of the attendants.

Prerequisites

Framework

The following versions of the Znuny framework are supported:

  • [6.0.x]
  • [6.1.x]
  • [6.2.x]
  • [6.3.x]
  • [6.4.x]

Modules

The following modules are required:

  • InBox Core 6.30.8 or superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ AgentProductivity-6.1.5.opm

Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

AgentProductivity::StatesConfig

Defines which states will be considered for counting resolved calls.

img1

By default, this setting contains the status "Closed".

Note: It is necessary to add how they are registered in the environment.

Use

View attendant performance

In the top menu of the screen, click on: "Reports> Attendant Productivity".

img2

When loading the screen, you can filter through the queues.

By default, when loading the screen, all attendants and queues will appear.

img4

In the tables it will be possible to observe the name of the attendant, the articles created, the resolved calls and the time counted today, in the last 7, 30, 90 and 6 months.

img6

In the right corner of the screen below the filter is an orange icon. By clicking on it, it will be possible to export the report.

img5