Customer views are views of your contact center. The following example views are available for Agents and Places:
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
Agent Status / Place Status |
Status |
Current state (status) of a specified agent/place Statistic Type: CurrentAgentState |
Time Usage |
Total Login Time |
Login |
Total amount of time that the agent/place has been logged in. Note: Not Monitored time (switch disconnected from Stat Server) is not counted as logged-in time. Statistic Type: Total_Login_Time |
Total Talk Time |
Talk |
Total amount of time that the agent/place has been in any of the following call-handling states (statuses):
Statistic Type: TotalTalkStatusTime | |
Total Available Time |
Available |
Total amount of time that the agent/place has been in the Available state (waiting for calls). Statistic Type: Total_Wait_Agent_St_Time | |
Total ACW Time |
ACW |
Total amount of time that the agent/place has been performing after-call work. Statistic Type: TotalAfterCallWorkStatusTime | |
Total Not Ready Time |
Not Ready |
Total amount of time that the agent/place has been in Not Ready state. Statistic Type: TotalNotReadyStatusTime |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Performance |
Total Inbound Calls |
Inbound |
Total number of inbound calls handled by the agent/place. Statistic Type: Total_Calls_Inbound |
Average Inbound Time |
Avg Inbound |
Average length of inbound calls handled by the agent/place. Statistic Type: AverInboundStatusTime | |
Total Outbound Calls |
Outbound |
Total number of outbound calls handled by the agent/place. Statistic Type: Total_Calls_Outbound | |
Average Outbound Time |
Avg Outbound |
Average length of outbound calls handled by the agent/place. Statistic Type: AverOutboundStatusTime | |
Total Consult Calls |
Consult |
Total number of consultation calls handled by the agent/place. Statistic Type: Total_Calls_Consult | |
Average Consult Time |
Avg Consult |
Average length of consultation calls handled by the agent/place. Statistic Type: AverConsultStatusTime | |
Average Handle Time |
Avg Handle |
Average length of complete inbound and outbound calls (including after-call work) handled by the agent/place. Statistic Type: AverHandleStatusTime | |
Total Internal Calls |
Internal |
Total number of internal calls handled by the agent/place. Statistic Type: Total_Calls_Internal |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
E-Mail In Processing |
Processing |
Number of interactions currently being processed. When applied to an Agent Group, the number of interactions currently being processed by all agents in the Agent Group. Statistic Type: CurrentInteractionInProcessing |
Performance |
Average E-Mail Processing Time |
Avg Processing |
Average amount of time required to process an interaction. Statistic Type: The following formula is used to calculate this statistic: AverageInteractionProcessingTime |
Total E-Mail Offered |
Offered |
Total number of interactions offered for processing. Statistic Type: TotalNumberInteractionsOffered | |
Total E-Mail Accepted |
Accepted |
Total number of interactions offered and accepted. Statistic Type: TotalNumberInteractionsAccepted | |
Total E-Mail Rejected |
Rejected |
Total number of interactions offered and rejected. Statistic Type: TotalNumberInteractionsRejected | |
Total E-Mail Pulled |
Pulled |
Total number of interactions pulled from any queue. Statistic Type: TotalNumberInteractionsPulled | |
Total Terminated |
Terminated |
Total number of interactions terminated. Statistic Type: TotalNumberInboundInteractionsStopped | |
Total E-Mail Transferred |
Transferred |
Total number of interactions transferred. Statistic Type: TotalNumberInboundTransfersMade | |
Total Outbound E-Mail |
Outbound |
Total number of outbound interactions. Statistic Type: TotalNumberOutboundInteractionsInitiated | |
Total Internal E-Mail |
Internal |
Total number of internal interactions. Statistic Type: TotalNumberInternalInteractionsInitiated | |
Total E-Mail Timed Out |
Timed Out |
Total number of interactions revoked because of prolonged inactivity. Statistic Type: TotalNumberInteractionsTimedOut |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
Chats In Processing |
Processing |
Total number of chat interactions at the moment of measurement. Statistic Type: CurrentInteractionInProcessing |
Performance |
Average Chat Processing Time |
Avg Processing |
Average amount of time that chat interactions spent at the desktop. Statistic Type: AverageInteractionProcessingTime |
Total Chat Transfers Made |
Trans Made |
Total number of chat interaction transfers made. Statistic Type: TotalNumberTransfersMade | |
Total Chat Transfers Taken |
Trans Taken |
Total number of chat interaction transfers taken. Statistic Type: TotalNumberTransfersTaken | |
Total Chat Conferences Initiated |
Conf Initiated |
Total number of successful attempts to initiate a chat conference or add another participant to an existing conference. Statistic Type: TotalNumberConferencesInitiated | |
Total Chat Conferences Joined |
Conf Joined |
Total number of conference requests accepted. For interactions that were conferenced more than once to this resource, and that were accepted, this stat type counts each instance separately. Statistic Type: TotalNumberConferencesJoined | |
Total Chat Coaching Requests |
Coaching Reqs |
Total number of chat coaching requests submitted by the agent. StatisticType: TotalNumberInteractionsInvitedForCoaching | |
Total Chats Coached |
Coached |
Total number of chat sessions coached by the supervisor. Statistic Type: TotalNumberBeingCoached | |
Total Chats Monitored |
Monitored |
Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberBeingMonitored |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Hourly Performance |
Total Chats Monitored (Hourly) |
Monitored |
Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberMonitoringInitiated |
Total Chats Coached Upon Request (Hourly) |
Coached On Request |
Total number of chat sessions coached when requested by the agent. Statistic Type: TotalNumberCoachingByRequestInitiated | |
Total Chats Coached Via barge-in (Hourly) |
Coached Via Barge In |
Total number of chat sessions coached when initiated by the supervisor. Statistic Type: TotalNumberCoachingByIntrusionInitiated | |
Total Chats Conferenced Via barge-in (Hourly) |
Conferenced Via barge-in |
Total number of chat sessions conferenced when initiated by the supervisor. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion | |
Daily Performance |
Total Chats Monitored (Daily) |
Monitored |
Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberMonitoringInitiated |
Total Chats Coached Upon Request (Daily) |
Coached On Request |
Total number of chat sessions coached when requested by the agent. Statistic Type: TotalNumberCoachingByRequestInitiated | |
Total Chats Coached Via barge-in (Daily) |
Coached Via Barge In |
Total number of chat sessions coached when initiated by the supervisor. Statistic Type: TotalNumberCoachingByIntrusionInitiated | |
Total Chats Conferenced Via barge-in (Daily) |
Conferenced Via barge-in |
Total number of chat sessions conferenced when initiated by the supervisor. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion |