Real time agent, queue, user presence, and employee engagement metrics
The following list defines the variables for metrics about agents, queue, user presence, and employee engagement.
| Column | Description |
|---|---|
Connected | The number of connected customer sessions for the agent. |
Transferred | The number of transferred customer sessions for the agent. |
Average after call work | The average amount of time the agent spent completing after-call work. |
Total after call work | The cumulative time spent in after-call work (ACW) on all interactions. |
Single conversation total after call work | The amount of time spent in ACW for any conversation. |
Maximum after call work | The maximum after call work time the agent spent on any single conversation, within an interval. |
Minimum after call work | The minimum after call work time the agent spent on any single conversation, within an interval. |
Alerted | The number of times the agent received an alert for interactions. |
Average alert | The average amount of time the agent received an alert for interactions, within an interval. |
Total alert | The total amount of time the agent received an alert for interactions, within an interval. |
For more information, see the Alerts Rules tab.
| Column | Description |
|---|---|
Connected | The number of connected interactions. |
Offered | The number of interactions offered to a queue by an Automatic Call Distributor (ACD). |
Outbound | The number of outbound conversations placed on behalf of a queue. |
Transferred | The number of interactions transferred, including blind and consult transfers. |
Interactions | The number of users interacting on the queue. |
Service Level % | The service level for a queue. |
Abandon | The cumulative number of abandoned interactions within an interval. |
Total abandon | The total length of time interactions are in the queue waiting for an agent to answer them before customers abandoned the interactions. |
Max abandon | The maximum time taken for an interaction to abandon. |
Min abandon | The minimum time taken for an interaction to abandon. |
For more information, see the Alerts Rules tab.
| Column | Description |
|---|---|
On queue | Total amount of time in on queue status for the agent. |
Off queue | Total amount of time in off queue status for the agent. |
Available | Total amount of time in available status for the agent. |
Busy | Total amount of time in busy status for the agent. |
Away | Total amount of time in away status for the agent. |
Break | Total amount of time in break status for the agent. |
Meal | Total amount of time in meal status for the agent. |
Meeting | Total amount of time in meeting status for the agent. |
Training | Total amount of time in training status for the agent |
Interacting | Total amount of time in interacting status for the agent. |
For more information, see the Alerts Rules tab.
| Column | Description |
|---|---|
Out of Adherence | The duration a user or specific user in a specific work team is in the out of adherence status. |
For more information, see Out of adherence.
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