Agents and Places

Customer views are views of your contact center. The following example views are available for Agents and Places:

Telephony View Templates

Telephony Status and Time Usage

Statistic Group

Statistic Long Name

Short Name

Description

Status

Agent Status / Place Status

Status

Current state (status) of a specified agent/place—for example, Inbound, Outbound, Consult, and so on.

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):

  • Inbound

  • Outbound

  • ASM Outbound

  • Consult

  • Internal

  • Unknown

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

Telephony Hourly / Telephony Daily

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

E-Mail View Templates

E-Mail Status and Hourly / E-Mail Status and Daily

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

Chat View Templates

Chat Status and Hourly / Chat Status and Daily

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

Chat Supervisor

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