This article explains the different fields in the RPC report.
Name of user.
Total number of calls the agent received and dispositioned.
Number of calls that were dispositioned that match the RPC Dispositions field in the configuration of the report.
Number of calls that were dispositioned that match the Closed Dispositions field in the configuration of the report.
Calculated by (RPC / Total) * 100
Calculated by (RPC Closed / RPC) * 100
Total talk time for all the calls.
Calculated by Average Talk Time - Talk Time (in Seconds) / Total calls
Total wrap-up time for all the calls
Calculated by Average Wrap-up time - Wrap-up Time (in seconds) / Total calls
Total login time for all the calls
Avg Calls Per Hour
Calculated by Total calls / Working Hours
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