# InBox AgentProductivity

Version 7.0.1

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:

• [7.0.x]

# Modules

The following modules are required:

• InBox Core 7.0.1 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-7.0.1.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.

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> Agent Productivity".

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

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

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, 15, 30, 90 days or 6 months.

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.