Agent Group Statistics Social

Calculates social 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 social interactions that were assigned to the Agent Group.

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

Calculation Parameters

The Grid function has these optional parameters:

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