Queue Statistics Current¶

Displays current data for a queue in a tabular format.

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

Queues – Allows you to select from a list of queue names.

Agents After Contact Work¶

Returns the count of contacts that are in an AfterContactWork state. (After contact work is also known as After call work.) After a conversation between an agent and customer ends, the contact is moved into the ACW state.

Parameters: Queues

Agents Available¶

Returns the number of agents who have set their status to Available and can therefore take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their manager changes it).

Parameters: Queues

Agents Error¶

Returns a count of agents in Error state. An agent is included in this metric if they miss a call or reject a chat/task (most common). They could also be counted if there is a connection failure.

Parameters: Queues

Agents Non Productive¶

Returns the count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline. Although agents aren’t routed any new inbound contacts while their CCP status is set to a custom status, it’s possible for them to change their CCP status to a custom status while still handling a contact. For example, let’s say an agent is being routed contacts very quickly. To go on break, they set their status to Break proactively, while still finishing up the last contact. This allows them to go on break and avoid accidentally missing a contact that’s routed to them in the sliver of time between the last contact ending and setting their status to Break.
Because agents can be On call or doing ACW, for example, while their CCP is set to a custom status, this means it’s possible for agents to be counted as On call and NPT at the same time.

Parameters: Queues

Agents On Call¶

Returns the count of agents currently on a contact. An agent is “on a contact” when they are handling at least one contact that is either connected, on hold, in After contact work, paused, or outbound ring.

Parameters: Queues

Agents Online¶

Returns the count of agents who have set their status in the CCP to something other than Offline. For example, they may have set their status to Available, or to a custom value such as Break or Training. The Agents Online metric doesn’t tell you how many agents can be routed contacts. For that metric, see Agents Available.

Parameters: Queues

Agents Staffed¶

The count of agents who are online in the CCP, and not in NPT (a custom status).

Another way of thinking about this is, there are two scenarios in which Staffed is not incremented:

The agent’s status in the CCP is set to Offline.
The agent’s status in the CCP is set to a custom status.

For example, let’s say an agent sets their status in the CCP to a custom status such as Break and they make an outbound call. Now the agent is On call, but Staffed is 0.

If the agent sets their status in the CCP to Available and makes an outbound call, the agent is On call and Staffed is 1.

Parameters: Queues

Contacts In Queue¶

Returns the count of contacts currently in the queue. The queue is updated when the contact is routed to the agent, before the agent accepts the contact.

Parameters: Queues

Contacts Scheduled¶

Returns the count of customers in the queue for which there is a callback scheduled.

Parameters: Queues

Oldest Contact Age¶

Returns the time for the contact that has been in the queue the longest.

Parameters: Queues