Agent Group Statistics Chat¶
Calculates chat statistics for agent groups.
Columns¶
Agent Group Id – The ID of the Agent Group.
Agent Group Name – The name of the Agent Group. When agents belong to multiple groups, the first group they were associated with displays.
Assigned – The number of chat interactions that were assigned to the Agent Group (Preview and Proactive chats are not included).
Assigned AID – The number of chat interactions assigned to the Agent Group by AID.
Assigned Cherry Pick – The number of chat interactions assigned to the Agent Group in cherry pick mode.
Assigned Preview – The number of Preview chat interactions that were accepted by or assigned to the Agent Group.
Assigned Proactive – The number of Proactive chat interactions that were accepted by or assigned to the Agent Group.
Closed – The number of closed chat interactions by the Agent Group. Interaction is complete and finalized.
Closed Preview – The number of closed Preview chat interactions by the Agent Group.
Closed Proactive – The number of closed Proactive chat interactions by the Agent Group.
Longest Assigned Time – The longest time the Agent Group was assigned to chat interaction for.
Longest Assigned Time Preview – The longest interaction time for the assigned Preview chat interaction for the Agent Group.
Longest Assigned Time Proactive – The longest interaction time for the assigned Proactive chat interaction for the Agent Group.
Transferred By Agent – The number of chat interactions that the Agent Group forwarded to other Agent Groups or queues.
Transferred To Agent – The number of chat interactions that were transferred to the Agent Group by other Agent Groups.
Transferred To Queue – The number of chat interactions that the Agent Group forwarded to the queue.
Calculation Parameters¶
The Grid function has these optional parameters:
Agent Groups – Allows you to select from a list of Agent groups.