Queue Observations By Media Type (QOByM_P)

QOByM_P

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.
Passively (P) updated (produces more API requests for your organization).

Parameters: Queue, Media Type

Queue Observations By Media Type - Longest Interaction

Maximum amount of time spent interacting in a queue.
Passively (P) updated (produces more API requests for your organization).

Parameters: Queue, Media Type

Queue Observations By Media Type - Longest Waiting

Amount of queue time of the longest waiting task.
Passively (P) updated (produces more API requests for your organization).

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.
Passively (P) updated (produces more API requests for your organization).

Parameters: Queue, Media Type