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
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Shows this information
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Session
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Last Update
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Last time statistics were updated (agent-specific)
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Logged in for
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Login duration time (agent-specific)
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Talk Time
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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
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Time to Answer
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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
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Offline Messages
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Number of emails in your queue or the number of messages you are set up to receive (agent-specific)
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Voice
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Number of calls taken by the agent. This is agent specific and does not include the workgroup totals.
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# Calls in queue
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Number of calls in the queue for all the workgroups that the agent is assigned to
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Longest Wait
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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.
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Current State
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Indicates the state of voice calls, for example, Available, Unavailable, and so on.
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Voicemail
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Number of ACD voicemails taken by the agent.
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# Vmails in Queue
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Number of ACD voicemails in the queue for all the workgroups that the agent is assigned to.
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Current State
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Indicates the state of ACD voicemails, for example, Available, Unavailable, and so on.
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Email
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Number of ACD emails taken by the agent.
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# Emails in Queue
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Number of ACD emails in the queue for all the workgroups that the agent is assigned to.
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Current State
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For ACD emails (agent-specific), for example, Available, Unavailable, and so on.
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