Agent State Statistics

Calculates state statistics for agents.

Columns

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

  • Calls RONA – The number of Redirect on No Answer calls, or rather how many times were agents put into Not Ready state with system reason code 32763 (AGT_RNA).

  • Occupancy – The occupancy percentage of agents.

    Formula:

    ((Total Reserved Time + Total Work Time + Total Talk Time) / (Total Ready Time + Total Reserved Time + Total Work Time + Total Talk Time)) * 100

  • Total Logged In Time – The total time agents have been logged in for.

  • Total Not Ready Time – The total time agents have been in the Not Ready state for.

  • Total Ready Time – The total time agents have been in a Ready state for.

  • Total Reserved Time – The total time agents have been in the Reserved state for.

  • Total Talk Time – The total time agents have been in the Talking state for.

  • Total Work Time – The total time agents have been in the Work state for.

  • Utilization – The utilization percentage of agents.

    Formula:

    ((Total Ready Time + Total Reserved Time + Total Work Time + Total Talk Time) / (Total Not Ready Time + Total Ready Time + Total Reserved Time + Total Work Time + Total Talk Time)) * 100

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.

  • Sliding Interval In Minutes – This parameter represents the last X minutes the grid values are calculated for. This parameter represents the last X minutes the grid values are calculated for.

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