Below are the definitions of the pause code outputs when you are pulling an agent time detail or pulling the agent detail status report.
(Keep in mind that these are only for default pause codes.)

General
Agent Time Detail- In this report you can view how much time agents spent on what.
Time Clock- Time the agent been logged in to the time clock.
Agent Time- Total time on the system (WAIT + TALK + DISPO + PAUSE).
WAIT - Time the agent waits for a call.
TALK - Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
DISPO-Time the agent uses at the disposition screen (where the agent picks NI, SALE)
PAUSE - Time the agent is in pause mode (LOGIN + LAGGED +.)
DEAD- Time the agent is in a call where the customer has hung up.
CUSTOMER-Time the agent is in a live call with a customer.

Time Table Pause Codes
LOGIN-The pause code when going from login directly to pause.
LAGGED-The time the agent had some network problem or similar.
ANDIAL-This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
Agent Status Detail-In this report you can view what and how many statuses has been selected by the agents.
CALLS-Total number of calls sent to the user.
CIcalls-Total number of call where there was a Human Answer which is set under "Admin" -> "System Statuses".
DNC/CI%-How much in percent DNC (Do Not Call) per Human Answers.
Agent Performance Detail-Agent Performance Detail - This is a combination of Agent Time Detail and Agent Status Detail.

Call Only Pause Codes
CALLS-Total number of calls sent to the user.
TIME-Total time of these (PAUSE + WAIT + TALK + DISPO).
PAUSE-Amount of time being paused in related to call handling.
AVG-means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (PAUSE / CALLS = PAUSAVG)
WAIT-Time the agent waits for a call.
TALK-Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
DISPO-Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
DEAD-Time the agent is in a call where the customer has hung up.
CUSTOMER-Time the agent is in a live call with a customer.

Next table is Pause Codes.
TOTAL-Total time on the system (WAIT + TALK + DISPO + PAUSE).
NONPAUSE-Everything except pause (WAIT + TALK + DISPO).
PAUSE-Only Pause.

Agent Time Details Statuses
LOGIN-The pause code when going from login directly to pause.
LAGGED-The time the agent had some network problem or similar.
ANDIAL-This pause code triggers if the agent been on dispo screen for longer than 1000 seconds.
Empty is an undefined pause code- These are time outs/browser closes/ pc shut downs

We're here to help - if you need assistance, please contact the Ytel support team via email at support@ytel.com or you can click the live chat button at the bottom right of your screen.

Did this answer your question?