Agent State Statistics Since Login¶
Displays agent state statistics data since login.
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.
Teams – Allows you to select from a list of Team names.
Average Not Ready Time¶
Returns 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
Parameters: Queues, Skills, Teams
Not Ready States¶
Returns the number of Not Ready States since their last login. The calculation ignores midnight reset.
Parameters: Queues, Skills, Teams
Total Not Ready Time¶
Returns the total time agents spent in Not Ready states since their last login. The calculation ignores midnight reset.
Parameters: Queues, Skills, Teams