Agent State Statistics Since Login

Calculates state statistics for Agents since login using the Agent_State_Trace table. This is an Agent State Trace calculation. This calculation requires the Enable Agent State Trace connector setting to be enabled. This calculation calculates voice statistics only.

Columns

  • Agent Average Not Ready Time – The average time the agent spent in Not Ready states.

  • Agent Id – The ID of the Agent.

  • Agent Not Ready Count – The number of Not Ready states.

  • Agent Not Ready Time – The total time the agent spent in Not Ready states.

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Call Types – Allows you to select from a list of Call Type names.

  • Media Routing Domains – Allows you to select from a list of Media Routing Domain names.

  • Peripherals – Allows you to select from a list of Peripheral names.

  • Precision Queues – Allows you to select from a list of Precision Queue names.

  • Skill Groups – Allows you to select from a list of Skill Group names.

  • Teams – Allows you to select from a list of Team names.