Completed Contacts¶
Calculates today’s completed contacts or more accurately contacts whose Last Update Timestamp is of today, which are then displayed in a tabular format.
Depending on the KPI Function, the following parameters may be used:
Agent Hierarchy Group Level 1 – Allows you to select from a list of hierarchy groups of level 1.
Agent Hierarchy Group Level 2 – Allows you to select from a list of hierarchy groups of level 2.
Agent Hierarchy Group Level 3 – Allows you to select from a list of hierarchy groups of level 3.
Agent Hierarchy Group Level 4 – Allows you to select from a list of hierarchy groups of level 4.
Agent Hierarchy Group Level 5 – Allows you to select from a list of hierarchy groups of level 5.
Agents – Allows you to select from a list of agent names.
Channel – Allows you to select from a list of channel types.
Queues – Allows you to select from a list of queue names.
Average After Contact Work Duration¶
The average amount of time that an agent spent doing After Contact Work (ACW) for contacts.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Average Agent Interaction Duration¶
The average amount of time, in whole seconds, that an agent interacted with a customer. For outbound calls, this is the time, in whole seconds, that an agent was connected to a contact, even if the customer is not present.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Average Customer Hold Duration¶
The average amount of time, in whole seconds, that the customer spent on hold while connected to the agent.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Average Queue Duration.¶
The average amount of time, in whole seconds, that the contact spent waiting in the queue.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Max After Contact Work Duration¶
The maximum amount of time that an agent spent doing After Contact Work (ACW) for contacts.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Max Agent Interaction Duration¶
The maximum amount of time, in whole seconds, that an agent interacted with a customer. For outbound calls, this is the time, in whole seconds, that an agent was connected to a contact, even if the customer is not present.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Max Customer Hold Duration¶
The maximum amount of time, in whole seconds, that the customer spent on hold while connected to the agent.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Max Queue Duration.¶
The maximum amount of time, in whole seconds, that the contact spent waiting in the queue.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Total After Contact Work Duration¶
The total amount of time that an agent spent doing After Contact Work (ACW) for contacts.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Total Agent Interaction Duration¶
The total amount of time, in whole seconds, that an agent interacted with a customer. For outbound calls, this is the time, in whole seconds, that an agent was connected to a contact, even if the customer is not present.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Total Customer Hold Duration¶
The total amount of time, in whole seconds, that the customer spent on hold while connected to the agent.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues
Total Queue Duration.¶
The total amount of time, in whole seconds, that the contact spent waiting in the queue.
Parameters: Agent Hierarchy Group Level 1, Agent Hierarchy Group Level 2, Agent Hierarchy Group Level 3, Agent Hierarchy Group Level 4, Agent Hierarchy Group Level 5, Agents, Channel, Queues