Agent Statistics RT

The Agent Statistics RT KPI Functions calculate real time statistics for Agents. These KPI Functions utilize REST API for initialization and Webhook Notifications for updates.

Depending on the KPI Function, the following parameters may be used:

  • 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.

Tasks In Progress

Returns the number of tasks currently being handled by agents.

Formula:

Tasks In Progress Chat + Tasks In Progress Email + Tasks In Progress Social + Tasks In Progress Telephony

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values

Tasks In Progress - Chat

Returns the number of chat tasks currently being handled by the agent.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values

Tasks In Progress - Email

Returns the number of email tasks currently being handled by the agent.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values

Tasks In Progress - Social

Returns the number of social tasks currently being handled by the agent.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values

Tasks In Progress - Telephony

Returns the number of telephony tasks currently being handled by the agent.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values

Tasks RONA

Returns the number of tasks offered to agents, that went unanswered.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values