Agents

Displays static data for agents.

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.

  • Direction – Allows you to select from a list of Directions.

  • 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.

  • Reason Codes – Allows you to select from a list of Reason Code 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.

Active

Displays the number of agents in Active state (non-voice state).

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Busy Other

Displays the number of agents currently in the Busy Other state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Call Direction

Displays the number of agents that are currently on a call with specified call direction.

Parameters: Agents, Call Types, Direction, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Logged In

Displays the number of agents currently logged in.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Not Active

Displays the number of agents in Not Active state (non-voice state).

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Not Ready

Displays the number of agents currently in the Not Ready state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Reason Codes, Skill Groups, Teams

On Hold

Displays the number of agents currently in the Calls On Hold state. The agents must have all active calls on hold.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Ready

Displays the number of agents currently in the Ready state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Reserved

Displays the number of agents currently in the Reserved state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Talking

Displays the number of agents currently in the Talking state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Talking for Precision Queues

Displays the number of agents currently in the Talking state in a specific queue.

Parameters: Agents, Precision Queues

Talking for Skill Groups

Displays the number of agents currently in the Talking state in a specific queue.

Parameters: Agents, Skill Groups

Unknown

Displays the number of agents currently in the Unknown state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Work Not Ready

Displays the number of agents currently performing wrap up for a call in the Not Ready state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams

Work Ready

Displays the number of agents currently performing wrap up for a call in the Ready state.

Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Skill Groups, Teams