Recent Tasks¶
The Recent Tasks KPI Functions display an aggregated summary of the completed tasks, limited to the tasks that were completed within the last hour.
Depending on the KPI Function, the following parameters may be used:
Agents - Allows you to select from a list of Agent names.
Channel Type - Allows you to select from a list of Channel Types.
Is Callback - Allows you to select Yes or No to indicate whether the customer has requested a callback.
Is Outdial - Allows you to select Yes or No to indicate whether this was an outdial contact or not.
Is Within Service Level - Allows you to select Yes or No to indicate whether the call is within the service level threshold.
Queues - Allows you to select from a list of Queue names.
Teams - Allows you to select from a list of Team names.
Average Conference Duration¶
The average time agents spent in a conference with a caller and other agents.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Connected Duration¶
The average duration of the connected (talking) state within this interaction.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Consult Duration¶
The average time agents spent consulting with other agents while handling a call.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Hold Duration¶
The average duration for which calls were on hold.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Queue Duration¶
The average time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Ringing Duration¶
The average time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Average Wrapup Duration¶
The average time agents spent in the Wrap-up state after handling interactions.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Conference Duration¶
The longest time agents spent in a conference with a caller and other agents.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Connected Duration¶
The longest duration of the connected (talking) state within this interaction.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Consult Duration¶
The longest time agents spent consulting with other agents while handling calls.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Hold Duration¶
The longest duration for which calls were on hold.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Queue Duration¶
The longest time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Ringing Duration¶
The longest time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Max Wrapup Duration¶
The longest time agents spent in the Wrap-up state after handling interactions.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Conference Duration¶
The total time agents spent in a conference with a caller and another agent.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Connected Duration¶
The total duration of the connected (talking) state within this interaction.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Consult Duration¶
The total time agents spent consulting with another agent while handling a call.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Hold Duration¶
The total duration for which calls were on hold.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Queue Duration¶
The total time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Ringing Duration¶
The total time agents spent in the ringing state, during the session.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams
Total Wrapup Duration¶
The total time agents spent in the Wrap-up state after handling interactions.
Parameters: Agents, Channel Type, Is Callback, Is Outdial, Is Within Service Level, Queues, Teams