Queue Observations (QO_A)¶
QO_A
Depending on the KPI Function, the following parameters may be used:
Queue - Allows you to select from a list of Queue names.
Queue Observations - Active Users Count¶
Observed number of active users in a queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Available Agents Count¶
Number of agents that are off queue and in the Available status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Away Agents Count¶
Number of agents that are off queue and in the Away status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Break Agents Count¶
Number of agents that are off queue and in the Break status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Busy Agents Count¶
Number of agents that are off queue and in the Busy status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Communicating Agents Count¶
Number agents currently on a call.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Idle Agents Count¶
Number of agents who are on queue and are available to take interactions, but are not working with interactions.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Interacting Agents Count¶
Number of agents working with interactions. This number includes agents completing after-call work.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Meal Agents Count¶
Number of agents that are off queue and in the Meal status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Meeting Agents Count¶
Number of agents that are off queue and in the Meeting status.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Member Agents Count¶
Observed number of agents in a queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Not Responding Agents Count¶
Number of agents that did not answer an offered interaction. The agent could still be handling and completing other previous interactions.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Off Queue Available Agents Count¶
Observed number of available agents that are off queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Off Queue Offline Agents Count¶
Observed number of offline agents that are off queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Offline Agents Count¶
Number of agents that are off queue and offline.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - On Queue Agents Count¶
Number of agents that are on queue for a specific queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - On Queue Interacting Agents Count¶
Observed number of interacting agents that are on queue.
Actively (A) updated with notifications.
Parameters: Queue
Queue Observations - Training Agents Count¶
Number of agents off queue and in the Training status.
Actively (A) updated with notifications.
Parameters: Queue