Conversation Aggregates By Wrap Up Active¶
Conversation Aggregates By Wrap Up Active
Depending on the KPI Function, the following parameters may be used:
Media Type – Allows you to select from a list of Media Types.
Queue – Allows you to select from a list of Queue names.
WrapUp Code – Allows you to select from a list of WrapUp Codes.
ACW Count¶
Number of times agents completed after-call work.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
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.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
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.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Handle Sum¶
Total amount of time that it takes to establish a connection with the station on an outbound call.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Hold Count¶
Number of interactions in which the interaction went on hold.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Hold Sum¶
Cumulative hold time for all interactions.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Talk Count¶
Number of times an agent was talking/interacting.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
Talk Sum¶
Amount of time spent interacting with a type of media.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type
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.
Actively updated with notifications.
Parameters: WrapUp Code, Queue, Media Type