Team State Statistics

Calculates agent state statistics for teams.

Columns

• Average Logged In Time – The average time agents were logged in.

  Formula:

  Total Logged In Time / Total Agents

• 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 / Total Agents

• Average Ready Time – The average time agents spent in Ready states since their last login. The calculation ignores midnight reset.

  Formula:

  Total Ready Time / Total Agents

• Calls RONA – The number of calls presented to the agents that were not picked up within a specified threshold.

• 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

• Team Id – The ID of the team.

• Team Name – The name of the team.

• Total Agents – The number of agents within the team.

• Total Logged In Time – The total time agents were logged in.

• Total Not Ready Time – The total time agents spent in the Not Ready state.

• Total Ready Time – The total time agents spent in the Ready state.

• Total Reserved Time – The total time agents spent in the Reserved state.

• Total Talk Time – The total time agents spent in the Talk state.

• Total Work Time – The total call wrap-up time.

• 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:

• 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.