Queue Observations By Media Type (QOByM_A)

QOByM_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.

Queue Observations By Media Type - Interacting Count

Number of interactions assigned to the queue that agents are currently interacting with.
Actively (A) updated with notifications.

Parameters: Queue, Media Type

Queue Observations By Media Type - Waiting Count

Number of interactions waiting to be answered. Waiting is calculated by the sum total of interactions waiting.
Actively (A) updated with notifications.

Parameters: Queue, Media Type