Queue Observations Active¶
Queue Observations Active
Depending on the KPI Function, the following parameters may be used:
Queue – Allows you to select from a list of Queue names.
Active Users Count¶
Observed number of active users in a queue.
Actively updated with notifications.
Parameters: Queue
Available Agents Count¶
Number of agents that are off queue and in the Available status.
Actively updated with notifications.
Parameters: Queue
Away Agents Count¶
Number of agents that are off queue and in the Away status.
Actively updated with notifications.
Parameters: Queue
Break Agents Count¶
Number of agents that are off queue and in the Break status.
Actively updated with notifications.
Parameters: Queue
Busy Agents Count¶
Number of agents that are off queue and in the Busy status.
Actively updated with notifications.
Parameters: Queue
Communicating Agents Count¶
Number agents currently on a call.
Actively updated with notifications.
Parameters: Queue
Idle Agents Count¶
Number of agents who are on queue and are available to take interactions, but are not working with interactions.
Actively updated with notifications.
Parameters: Queue
Interacting Agents Count¶
Number of agents working with interactions. This number includes agents completing after-call work.
Actively updated with notifications.
Parameters: Queue
Meal Agents Count¶
Number of agents that are off queue and in the Meal status.
Actively updated with notifications.
Parameters: Queue
Meeting Agents Count¶
Number of agents that are off queue and in the Meeting status.
Actively updated with notifications.
Parameters: Queue
Member Agents Count¶
Observed number of agents in a queue.
Actively updated with notifications.
Parameters: Queue
Not Responding Agents Count¶
Number of agents that did not answer an offered interaction. The agent could still be handling and completing other previous interactions.
Actively updated with notifications.
Parameters: Queue
Off Queue Available Agents Count¶
Observed number of available agents that are off queue.
Actively updated with notifications.
Parameters: Queue
Off Queue Offline Agents Count¶
Observed number of offline agents that are off queue.
Actively updated with notifications.
Parameters: Queue
Offline Agents Count¶
Number of agents that are off queue and offline.
Actively updated with notifications.
Parameters: Queue
On Queue Agents Count¶
Number of agents that are on queue for a specific queue.
Actively updated with notifications.
Parameters: Queue
On Queue Interacting Agents Count¶
Observed number of interacting agents that are on queue.
Actively updated with notifications.
Parameters: Queue
Training Agents Count¶
Number of agents off queue and in the Training status.
Actively updated with notifications.
Parameters: Queue