User guide

Report Basics
5-4 About Real-Time Graph Reports
Categories of Real-Time Graph Reports 5
You can create four categories of Real-Time Graphs. You select the category of
Real-Time Graph on the first window of the Graph Properties Wizard. The
categories are:
●
Split/Skill Summary — Summary information about one or more
splits/skills
●
Split/Skill Details — Detailed information about one split/skill
●
Agent Summary — Data items for all agents logged into a single split/skill.
●
VDN Summary — Details relating to calls processed by VDNs.
You select how items are grouped on graphs:
●
By measured entity (split/skill, agent, VDN)
●
By attribute (for example, average speed of answer, answered calls,
abandoned calls).
Note
Real-time agent reports will function only if you select fewer than 100
agents logged into the split/skill for which the report is running.
Note
The VDN summary is available only if the Vectoring feature is
administered on the DEFINITY system.