Agent Non-ACD Statistics¶

Displays agent non-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.

Calls Handled¶

Returns the number of handled inbound non-ACD calls to agents.

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the average time calls were being handled.

Formula:

Calls Handled Total Time / Calls Handled

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the total time calls were handled.

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the number of Inbound internal calls.

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the number of manual outbound calls made by agents.

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the average time spent on manual outbound calls made by agents.

Formula:

Calls Outbound Total Time / Calls Outbound

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams

Returns the total time spent on outbound calls.

Parameters: Queues, Skills, Sliding Interval In Minutes, Teams