Agent Group Statistics SMS

Calculates SMS statistics for agent groups. If a Derived column for a statistic is not specified, then it is false by default.

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 SMS interactions that were assigned to the Agent Group.

• Closed – The number of SMS interactions closed by the Agent Group. Interaction is complete and finalized.

• Longest Assigned Time – The longest time the Agent Group was assigned to SMS interaction for.

Calculation Parameters

The Grid function has these optional parameters:

• Agent Groups – Allows you to select from a list of Agent groups.