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team leader images & definition for dashboard
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web/project/frontend/static/data/dashboard/team_leader/agent_kpis_templates.json
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{"query":{"template":[{"guid":"000000000000-0000-0000-0000-00000001"}]},"template":[{"state":{"body_hash_1":-902677614,"uscn":2221,"body_hash_2":-902677614},"definition":{"name":"Agent KPIs","enable_delta_snapshots":false,"description":"Agents manage many transactions and states in addition or related to answered calls. Viewing all the data in a single report provides the supervisor with an understanding of agent's performance as a function of first call resolution.","refresh_interval":60,"default_widget_body":{"view":[{"type":"BarView","column_selector":["Login_Time"]}],"label":"Agent KPIs","size_y":2,"size_x":1},"collector_def":{"allowed_object_type":["SObjectAgent","SObjectAgentPlace","SObjectGroupAgents","SObjectGroupPlaces"]},"proxy_access_object":{"name":"","dbid":0},"guid":"000000000000-0000-0000-0000-00000001","layout_type":"ltPCREGULAR","column":[{"id":"_Object$ID","type":"ctFORMULA","category":"ccDIMENSION","formula":{"type":"ftPCREFERENCE","text":["Object.ObjectID"]},"vt":"vINT","is_delta_key":true},{"id":"_Object$Type","type":"ctFORMULA","category":"ccDIMENSION","formula":{"type":"ftPCREFERENCE","text":["Object.ObjectType"]},"vt":"vINT","is_delta_key":true},{"id":"_Object$Name","type":"ctFORMULA","format":"string","category":"ccDIMENSION","formula":{"type":"ftPCREFERENCE","text":["Object.ObjectName"]},"vt":"vSTR"},{"id":"Login_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time that monitored agents were logged in. This metric does not include logged-in time when the switch is disconnected from Stat Server. When this metric is applied to an Agent Group, this metric calculates the total login time for all the agents belonging to the specified group.","vt":"vLONG","label":"Login Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Login_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Ready_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time this agent spent waiting for the next call. The total duration of all WaitForNextCall statuses that completed for a particular agent during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total ready time for all the agents belonging to the specified group.","vt":"vLONG","label":"Ready Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Wait_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Not_Ready_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time that an agent's DN completed being in NotReadyForNextCall status during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total not ready time for all the agents belonging to the specified group.","vt":"vLONG","label":"Not Ready Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Not_Ready_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Break_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Break.","vt":"vLONG","label":"Break Time","statistic":{"filter":"MOTIF_Break","stat_type_name":"Total_Not_Ready_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Lunch_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Lunch.","vt":"vLONG","label":"Lunch Time","statistic":{"filter":"MOTIF_Lunch","stat_type_name":"Total_Not_Ready_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Others_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason different from Break and Lunch.","vt":"vLONG","label":"Offline Time","statistic":{"filter":"MOTIF_Others","stat_type_name":"Total_Not_Ready_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Ring_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total amount of time that calls were ringing on an agent's phone.","vt":"vLONG","label":"Ringing Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Ringing_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Dialing_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total amount of time that calls were dialing on an agent's phone.","vt":"vLONG","label":"Dialing Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Dialing_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Handle_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time agents spend handling inbound, internal or outbound calls.","vt":"vLONG","label":"Handle Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Handle_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Inbound_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time agents spend handling inbound calls.","vt":"vLONG","label":"In Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Inbound_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Outbound_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time agents spend handling outbound calls.","vt":"vLONG","label":"Out Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Outbound_time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Hold_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time agents spend on hold.","vt":"vLONG","label":"Hold Time","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Hold_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"ACW_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The total time an agent's DN(s) completed being in AfterCallWork status during the reporting interval. 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hour.","vt":"vINT","label":"Answered (last Hr)","statistic":{"filter":"VoiceCall","stat_type_name":"CallsAnswered","time_profile":"LastHour","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Abandoned_From_Ringing","type":"ctSTATSERVER","format":"integer","category":"ccMEASURE","description":"The total number of calls abaondoned while agent desktop was ringing.","vt":"vINT","label":"Abandoned Ringing","statistic":{"filter":"VoiceCall","stat_type_name":"AbandonedFromRinging","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Dropped","type":"ctSTATSERVER","format":"integer","category":"ccMEASURE","description":"The total number of calls forwarded from one agent desktop to another (RONA).","vt":"vINT","label":"Calls 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agent.","vt":"vINT","label":"Held","statistic":{"filter":"VoiceCall","stat_type_name":"Total_Number_on_Hold","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Transferred_Made","type":"ctSTATSERVER","format":"integer","category":"ccMEASURE","description":"The total number of voice interactions transferred by this agent during the reporting interval.","vt":"vINT","label":"Transfers Made","statistic":{"filter":"VoiceCall","stat_type_name":"Transfers_Made","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Consult_Made","type":"ctSTATSERVER","format":"integer","category":"ccMEASURE","description":"The total number of voice consultations made by this agent.","vt":"vINT","label":"Consult 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calls.","vt":"vLONG","label":"AHT","statistic":{"filter":"VoiceCall","stat_type_name":"Average_Handle_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Avg_ACW_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The average After-Call-Work time represents the total time an agent spends on ACW status divided by the total number of time this agent was on ACW.","vt":"vLONG","label":"Avg ACW Time","statistic":{"filter":"VoiceCall","stat_type_name":"Average_ACW_Time","notification_mode":"STimeBasedNotification","notification_interval":60}},{"id":"Avg_Hold_Time","type":"ctSTATSERVER","format":"time","category":"ccMEASURE","description":"The average Hold time represents the total time an agent spends on Hold status divided by the total number of time this agent put customer on hold.","vt":"vLONG","label":"Avg Hold 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