Agent ACD Statistics¶
Displays agent ACD statistics data.
Depending on the KPI Function, the following parameters may be used:
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 KPI is calculated for. Teams – Allows you to select from a list of Team names.
Average Handle Time¶
Returns the average time agents spent handling ACD calls.
Formula:
(Total Hold Time + Total Talk Time + Total Work Time) / Calls Handled
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Average Hold Time¶
Returns the average time agents spent in the Hold state.
Formula:
Total Hold Time / Calls Handled
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Average Ring Time¶
Returns the average time agents spent in the Ring state.
Formula:
Total Ring Time / Calls Offered
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Average Talk Time¶
Returns the average time agents spent in the Talk state.
Formula:
Total Talk Time / Calls Handled
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Average Work Time¶
Returns the average time agents spent in the Work state.
Formula:
Total Work Time / Calls Handled
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Abandon Rate¶
Returns the percentage of abandoned calls.
Formula:
Calls Abandoned / Calls Offered * 100
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Abandoned¶
Returns the number of abandoned calls.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Handle Rate¶
Returns the percentage of handled calls.
Formula:
Calls Handled / Calls Offered * 100
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Handled¶
Returns the number of handled calls.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Offered¶
Returns the number of offered calls.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Transferred In¶
Returns the number of transferred in calls.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Calls Transferred Out¶
Returns the number of transferred out calls.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Longest Talk Time¶
Returns the call with Longest Talk Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Handle Time¶
Returns the Total Handle Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Hold Time¶
Returns the Total Hold Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Ring Time¶
Returns the Total Ring Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Talk Time¶
Returns the Total Talk Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Work Time¶
Returns the Total Work Time.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams