Agent State Statistics¶
Displays agent state 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 RONA¶
Returns 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).
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Occupancy¶
Returns 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
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Logged In Time¶
Returns the total time agents have been logged in for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Not Ready Time¶
Returns the total time agents have been in the Not Ready state for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Ready Time¶
Returns the total time agents have been in a Ready state for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Reserved Time¶
Returns the total time agents have been in the Reserved state for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Talk Time¶
Returns the total time agents have been in the Talking state for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Total Work Time¶
Returns the total time agents have been in the Work state for.
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams
Utilization¶
Returns 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
Parameters: Queues, Skills, Sliding Interval In Minutes, Teams