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Reviewing Your Statistics

You can review statistics by clicking Statistics in the Communication Tools section in the Action bar. The statistics represent activity in the last 24 hours for you or your workgroup, as indicated in the following table. Statistics are reset to zero (0) at midnight, company time.

This label

Shows this information

Session

 

Last Update

Last time statistics were updated (agent-specific)

Logged in for

Login duration time (agent-specific)

Talk Time

Duration of the talk time for all the agent's phone interactions.

Example:

  • 4 calls
    • 1 ACD Call: 30 minutes talk time
    • 1 Outbound call: 10 minutes
    • 1 Inbound call: 14 minutes
    • 1 Web Callback call: 15 minutes
    • Talk time is 69 minutes

Time to Answer

Average time to answer for all types of interactions for all the workgroups that the agent is assigned to.

Example:

  • Agent is member of workgroup 1, 2 and 3:
    • Average time to answer for workgroup 1: 2 minutes
    • Average time to answer for workgroup 2: 4 minutes
    • Average time to answer for workgroup 3: 6 minutes
    • Average Time to answer: 4 minutes

Offline Messages

Number of emails in your queue or the number of messages you are set up to receive (agent-specific)

Voice

Number of calls taken by the agent. This is agent specific and does not include the workgroup totals.

# Calls in queue

Number of calls in the queue for all the workgroups that the agent is assigned to

Longest Wait

The longest time that a call has been in the queue. This period is calculated by including all the calls in all the workgroups that the agent is assigned to.

Current State

Indicates the state of voice calls, for example, Available, Unavailable, and so on.

Voicemail

Number of ACD voicemails taken by the agent.

# Vmails in Queue

Number of ACD voicemails in the queue for all the workgroups that the agent is assigned to.

Current State

Indicates the state of ACD voicemails, for example, Available, Unavailable, and so on.

Email

Number of ACD emails taken by the agent.

# Emails in Queue

Number of ACD emails in the queue for all the workgroups that the agent is assigned to.

Current State

For ACD emails (agent-specific), for example, Available, Unavailable, and so on.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.