Conversation Aggregates By Media Type And Wrap Up (CAByW_A)¶
CAByW_A
Depending on the KPI Function, the following parameters may be used:
Media Type - Allows you to select from a list of Media Types.
Queue - Allows you to select from a list of Queue names.
WrapUp Code - Allows you to select from a list of WrapUp Codes.
Conv Agg By Media Type and Wrap Up - ACW Count¶
Number of times agents completed after-call work.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - 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.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - 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.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - Handle Sum¶
Total amount of time that it takes to establish a connection with the station on an outbound call.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - Hold Count¶
Number of interactions in which the interaction went on hold.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - Hold Sum¶
Cumulative hold time for all interactions.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - Talk Count¶
Number of times an agent was talking/interacting.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - Talk Sum¶
Amount of time spent interacting with a type of media.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Conv Agg By Media Type and Wrap Up - 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.
Actively (A) updated with notifications.
Parameters: WrapUp Code, Queue, Media Type