Viewing agent handling statistics (WEB)
The Inbox contains agent handling statistics for each of the media types the agent handles. The following figure displays agent handling statistics across media types.
Figure 1. Inbox agent handling statistics (Average Handling Time)
Each media type’s icon indicates the corresponding state of the employee’s agents. The following table outlines the different states.
| STATE | VOICE | CHAT | SMS | OPEN MEDIA | DESCRIPTION | |
|---|---|---|---|---|---|---|
| Ringing |
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An ACD interaction ringing on an agent, waiting to be handled |
| ACD |
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An agent handling an ACD interaction |
| ACD Hold |
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An agent who has placed an ACD interaction on hold |
| Idle |
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An agent logged on and waiting to receive an interaction |
| Non ACD |
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-- | -- | -- | -- | An agent involved in an incoming Non ACD interaction or agent originated voice interaction |
| Non ACD Hold |
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-- | -- | -- | -- | An agent who has placed a Non ACD voice interaction on hold |
| Outbound |
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-- | -- | -- | -- | An agent on an outgoing voice interaction |
| Outbound Hold |
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An agent who has placed an outgoing voice interaction | ||||
| Do Not Disturb |
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An agent who has activated Do Not Disturb and is not available to receive anyACD or Non ACD voice interactions |
| Make Busy |
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An agent who is not available to receive ACD interactions but can receive transferredinteractions and voiceinteractions dialed directly to the agent |
| Work Timer |
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An agent who is completing postcontactwork, such aspaperwork, and isunavailable to receive interactions of that media type |
| Offline |
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An agent unavailable tohandle interactions |
| Away (Not Present) |
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An agent whose presence is removedfrom an agent group or media type |
The Inbox offers five different types of handling statistics:
- ACD (Count / Duration) -- Displays the number of ACD interactions the agent has handled for a media type, and the time spent handling interactions of that media type
- Non-ACD (Count / Duration) -- Displays the number of Non ACD interactions the agent has handled for a media type, and the time spent handling the interaction
- Average Handling Time (hours:mins:secs) – The average time the agent has taken to handle interactions of each media type
- Unavailable % -- Displays the percentage of time the agent is unavailable during the shift, including Do Not Disturb, Make Busy, Unknown, and Work Timer states, and when the agent is logged in but not available to receive ACD interactions. (See the following figure.)
By clicking the More button, agents can change the statistics being displayed. (See the following figure.)
Figure 2. Inbox real-time statistics
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