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: ACD Count ACD Hold Non-ACD Non ACD Hold Outbound Outbound Hold
	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 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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