Conversation Aggregates By Wrap Up Active¶
Conversation Aggregates By Wrap Up Active - actively updated with notifications.
Columns¶
ACW Avg – Average amount of time agents spent completing after-call work.
ACW Count – Number of times agents completed after-call work.
ACW Sum – Total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total amount of time an agent takes to finish working on a call. If an agent must complete any work before the agent can handle the next contact, then ACW is factored into the average handle time.
Handle Avg – Average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. HandleAvg also includes dialing and contacting time for outbound calls.
Handle Count – Total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction.
Handle Sum – Total amount of time that it takes to establish a connection with the station on an outbound call.
Hold Avg – Average number of seconds that interactions were placed on hold for.
Hold Count – Number of interactions in which the interaction went on hold.
Hold Sum – Cumulative hold time for all interactions.
Media Type – Media type of the contact, such as telephony, email, or chat.
Talk Avg – Average number of seconds spent interacting with a type of media.
Talk Count – Number of times an agent was talking/interacting.
Talk Sum – Amount of time spent interacting with a type of media.
Transferred Count – Number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Wrap Up Code – Wrap-up code that the agent assigned to the interaction.
Wrap Up Code Name – Name of the wrap up code.
Calculation Parameters¶
The Grid function has these optional parameters:
Media Type – Allows you to select from a list of media types.
Media Type Group – Allows you to select from a list of media type groups.
Queue – Allows you to select from a list of queue names.
Wrap Up Code – Allows you to select from a list of wrap-up codes.
Wrap Up Code Group – Allows you to select from a list of wrap-up code groups.