Agent State Statistics Since Login

Calculates state statistics since login for agents.

Columns

• Agent Login Id – The agent’s login ID.

• Average Not Ready Time – The average time agents spent in Not Ready states since their last login. The calculation ignores midnight reset.

  Formula:

  Total Not Ready Time / Not Ready States

• Not Ready States – The number of Not Ready States since their last login. The calculation ignores midnight reset.

• Total Not Ready Time – The total time agents spent in Not Ready states since their last login. The calculation ignores midnight reset.

Calculation Parameters

The Grid function has these optional parameters:

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

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

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