Agent Statistics¶
The Agent Statistics KPI Functions display aggregated Agent statistics for the current day.
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.
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.
Teams – Allows you to select from a list of Team names.
Tasks Accepted¶
Returns the number of assigned tasks that were accepted by agents.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Assigned¶
Returns the number of tasks assigned to agents during their session.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Offered¶
Returns the number of tasks offered to agents during their session.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Rejected¶
Returns the number of assigned tasks that were rejected by agents.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Transferred¶
Returns the number of tasks agents transferred to another agent.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Available Time¶
Returns the amount of time outside of the idle time when agents were available and handling contacts after logging in.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Engaged Duration¶
Returns the amount of time agents were engaged with customers.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Hold Duration¶
Returns the amount of time for which customers were put on hold.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Wrap Up Duration¶
Returns the amount of time spent by agents wrapping up customer interactions.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams