Agent State Statistics¶
Calculates state statistics for Agents using the Agent_State_Trace table.
Depending on the KPI Function, the following parameters may be used:
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.
Agent Average Not Ready Time¶
Displays the average time the agent spent in Not Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Average Ready Time¶
Displays the average time the agent spent in Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Average Work Not Ready Time¶
Displays the average time the agent spent in Work Not Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Average Work Ready Time¶
Displays the average time the agent spent in Work Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Average Work Time¶
Displays the average time the agent spent in Work states.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Max Not Ready Time¶
Displays the longest time the agent spent in Not Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Max Ready Time¶
Displays the longest time the agent spent in Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Max Work Not Ready Time¶
Displays the longest time the agent spent in Work Not Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Max Work Ready Time¶
Displays the longest time the agent spent in Work Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams
Agent Max Work Time¶
Displays the longest time the agent spent in Work states.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams