Category Statistics
Depending on the category selected, each category has its own statistics.
The following table lists the statistics displayed per category.
| Category | Statistics | Description |
|---|---|---|
| Employee | Current Duration | This allows the user to set a time to evaluate against (sec/min/hours) on an active state. |
| Current State | ACD, ACD Hold, Non ACD, Non ACD Hold, Outbound, Outbound Hold, Do Not Disturb, Make Busy, Worktimer, Logged In Not Present | |
| Count | Count is the total number of conversations per day for any of the following types:
|
|
| Make Busy Reason | The values listed are populated from Reason Codes programmed in YSE. | |
| DND Reason | The values listed are populated from DND Codes programmed in YSE. | |
| Queue or Queue Group | Interactions Waiting | The current number of sessions waiting in queue. |
| Longest Waiting | The current duration, in minutes and seconds, of the interaction waiting the longest in queue or queue group. | |
| Available Agents | The number of agents available to answer calls from the queue. | |
| ACD | The number of agents on active ACD conversations for the queue. | |
| Non-ACD | The number of agents associated with the queue, but on non-ACD conversations. | |
| Idle | The number of agents currently inactive or idle. | |
| Logged In Not Present | The number of agents logged into Web Ignite but not set to present in the MiCCB system. Note: This value is only applicable for Queues.
|
|
| Offered | The number of interactions sent to the queue that were completed, interflowed, or abandoned. | |
| Answered | The number of conversations answered for the queue for the current day. | |
| Abandoned | The total number of interactions abandoned
before being answered by members. Note: Abandoned does not peg short
abandons as abandoned.
|
|
| Avg TT Handle | The average time that conversations were being handled by an agent for the current day. | |
| Avg TT Abandon | The average time that conversations were waiting before the caller hung up and abandoned the session for the current day. | |
| Avg Talk | The average time that conversations were in talking state for the current day. | |
| Service Level % | For a queue, this is the percentage of
interactions handled within the queue's
Service Level Time value over the day. For a queue group, this is the lowest percentage of interactions handled within the queue's Service Level Time value over the day across all queues. |
|
| Interflowed | The total number of ACD interactions
interflowed interflow is a mechanism that
directs an interaction waiting in queue to
another answer point. Note: If an interaction waiting in queue is
redirected before the queue's short
abandoned time has elapsed, the queue
is pegged with a Queue Unavailable
count rather than an interflowed count. For the Interflowed peg to occur, the
redirection must occur after the short
abandoned time has elapsed.
|
|
| Requeue | The total number of ACD interactions
requeued. Note: This statistic displays information for
ACD paths only. Statistics for Ring
Groups display as '0'.
|
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