437 results found

… Tickets  – The number of new Tickets created from received messages during time period Changed To  – Number of Tickets … during the selected time period. Ticket Activities Messages Received  – Total number of inbound messages received during the selected time period. All …

… binding. This includes timelogs from admin services) Type Default report: Report showed in a bookkeeping-mode … report. Select Alternative Time to calculate Active Time as Wait Time + Call Time. Columns Number of orders placed … Number of calls answered by customer and lasting more than 60 seconds Number of calls answered by customer and lasting …

… In the queue report, Total Calls are the total number of calls that have been routed through each … call is counted in all queues it has been routed through. Total calls may be greater than the sum of Answered, Hang …

… and “Group” (Entra ID group). So, as an example, if you want a rule to execute when a new user is created you would … are added belonging to AD different groups. Due to the way Entra ID provisioning works, users are first created … SCIM attributes, please refer to RFC7643 Section 4 . If you want to make rule that depends on a users group membership …

… the index of the first occurrence found when searching backwards. ArrayAction Property   Type   Description   … information is comprehensive and up-to-date. Please be aware that the 'Outbound Integrations', 'Event Rules', and …

… on their competence.     Metrics Definition Logged in time Total time of all the agents in desktop. Available time  … time the agent(s) has been available for queue after it was open. Please note that, the agent is still considered … queue even when he is in an ongoing dialog. Only when in away-state or when the queue is busy this KPI will not be …

… the dialogue is completed.     Metrics Description Visits  Total number of visitors to the site based on unique session ids Navigations   Total number of navigations from visitors where an opportunity was evaluated Opportunity hits   Total number of hits for …

… For solutions with only phone queues, the agents' statuses are quite easy to understand ( Logged … on page Users - Products under Chat , are important for agents that can handle written requests from Puzzel queues: … Default is OFF, but we recommend turning it ON so that agents can adjust the number of written requests to handle. …

… between the countries?   Metrics Description Visits        Total number visits to the site Requests Total number of visitors that entered the queue for assistance Dialogs  Total number of dialogs between the agent and the customer …

… than expected? When an agent has answered a call and is still connected , we update this agent's Total Answered , but … speak time and Avg. wrap-up time is not changed since we still don't know what this call's speak time and wrap-up time … we update Avg. speak time, but as long as the agent is still in wrap-up , the shown Avg. wrap - up time is based on …

… of June 19th, 2018. For further information, or if you want to activate features described in this document, please … do not have access, but please contact Puzzel if you want some/all of your admins to have access to this new … Max. number of calls per contact ). Detailed report – new Total calls column Today’s detailed report for all/selected …

… performance. Here you will set the constraints of what you want to measure, who you want to measure and for when this is applicable, i.e. the … for you to set your KPI against. Current metrics include: Total Request Volume: This is the Sum of RequestsHandled, …

… the caller hangs up, and the fact that it might be a long time between a callback is ordered and the callback is … in an interval will not be included (due to long queue time, long speaktime, call transfer to queues and … are prioritized 'correctly'. In addition, there are lots of real-time views (Queue overview, Dashboards and Wallboards) …

… for the account.     Metrics Description Available time    Total amount of time agent(s) have been available after the queue was open. Note, even though an agent has an ongoing dialog he is still available for the queue. Only when in away-state or when the queue is busy this KPI will not be …