JEDWare NEWS - Use Agent-specific data

Selecting the Agent Specific Data, the report only counts the duration of time that the agent has been participating in a call, and counts each time that the agent has participated in a call.
If this option is left unchecked, the agent will be credited with the full duration of any call that the agent was part of, regardless of how long the agent actually spent in the call (this way is the 3CX Standard).

Example:

An agent receives a call, speaks with the customer for one minute, and then forwards the customer to another agent, who speaks with the customer for an additional 30 minutes.
If this option is on, the first agent will only be counted as having participated for one minute.
If this option is off, the first agent will be counted as having participated for the full duration of 31 minutes (this is the 3CX Standard).

Additionally, the agent will be counted as having participated in any call where the agent was part of the call flow, regardless of whether the agent actually answered the call.

Example:

A queue receives a call, and the first agent does not pick up the phone. The call is then picked up by another agent in the same queue.
If this option is on, only the second agent is counted as having participated in the call.
If this option is off, both the first and second agent will be counted as having participated in the call (this is the 3CX Standard).

You can select to always have the Agent Specific Data as a standard, by selecting this in the setting on the Admin settings –> General page