Conv Agg By WrapUp (A)

Conv Agg By Media Type and Wrap Up - actively (A) updated with notifications.

This grid only supports the HISTORICAL interval for the last 24 hours.

Columns

  • ACW Avg - Average amount of time agents spent completing after-call work.

  • ACW Count - Number of times agents completed after-call work.

  • ACW Sum - Total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total amount of time an agent takes to finish working on a call. If an agent must complete any work before the agent can handle the next contact, then ACW is factored into the average handle time.

  • Handle Avg - Average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. HandleAvg also includes dialing and contacting time for outbound calls.

  • Handle Count - Total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction.

  • Handle Sum - Total amount of time that it takes to establish a connection with the station on an outbound call.

  • Hold Avg - Average number of seconds that interactions were placed on hold for.

  • Hold Count - Number of interactions in which the interaction went on hold.

  • Hold Sum - Cumulative hold time for all interactions.

  • Media Type - Media type of the contact, such as telephony, email, or chat.

  • Talk Avg - Average number of seconds spent interacting with a type of media.

  • Talk Count - Number of times an agent was talking/interacting.

  • Talk Sum - Amount of time spent interacting with a type of media.

  • Transferred Count - Number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

  • Wrap Up Code - Wrap-up code that the agent assigned to the interaction.

  • Wrap Up Code Name - Name of the wrap up code.

Calculation Parameters

The Grid function has these optional parameters:

  • Media Type - Allows you to select from a list of media types.

  • Media Type Group - Allows you to select from a list of media type groups.

  • Queue - Allows you to select from a list of queue names.

  • Wrap Up Code - Allows you to select from a list of wrap-up codes.

  • Wrap Up Code Group - Allows you to select from a list of wrap-up code groups.