Agent Statistics RT¶
Calculates real time statistics for Agents which are then displayed in a tabular format.
Columns¶
Agent Id – The ID of the agent.
Contains values of Agent Id type.
Tasks In Progress – The number of all tasks currently being handled by the agent.
Formula:
Tasks In Progress Chat + Tasks In Progress Email + Tasks In Progress Social + Tasks In Progress Telephony
Tasks In Progress Chat – The number of chat tasks currently being handled by the agent.
Tasks In Progress Email – The number of email tasks currently being handled by the agent.
Tasks In Progress Social – The number of social tasks currently being handled by the agent.
Tasks In Progress Telephony – The number of telephony tasks currently being handled by the agent.
Tasks RONA – The number of tasks offered to the agent, that went unanswered.
Calculation Parameters¶
The Grid function has these optional parameters:
Agents – Allows you to select from a list of Agent names.
Competency Level – The minimum profiency level of skill in skill profile. For skill type PROFIENCY.
Queues – Allows you to select from a list of Queue names.
Skills – Allows you to select from a list of Skill names.
If the Skill parameter is filled, it is necessary to fill in some of the parameters SkillsBooleanValue, SkillsEnumValues, SkillsTextValues and CompetencyLevel according to the type of skills specified in the parameter.
The agent will be displayed if assigned a skill profile that includes any of the skills specified in the parameter, combined with the skill value according to the skill type.Skills Boolean Value – Allows you to select from a list of Skill names with boolean values. For skill type BOOLEAN.
Skills Enum Values – Allows you to select from a list of Skill names with enum values. For skill type ENUM.
Skills Text Values – Allows you to select from a list of Skill names with text values. For skill type TEXT.