268 results found

… 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 …

… accessible for the logged on user including: Article count total Article published total Article Expiring total (will expire in the future) Article Expired total …

… below. Report Column Description Time In Adherence The total amount of time the agent spent adhering to their … agent did not adhere to their schedule Authorized OOA Total waiver time authorized for an agent to be away from the assigned schedule Unauthorized OOA Total …

… agent, the system allocates the request with the highest SLA score (longest wait time relative to the queue’s SLA) in a queue the agent can answer. (If SLA Overflow is used, things are a bit different.) For …

… Surveys Sent  Surveys Sent  Surveys Sent  Surveys Sent  Total Responses  Total Responses  Total Responses  Total Responses  Response … Score, responses, and Percentage of Total. Video Tutorial Watch our video tutorial on how to use the analytics …

… monthly cost element associated to it. Agent application Total Speak Time in Agent Ticker The Ticker tab in the Agent … a chat to a human Agent the welcome message would always be disabled. This update adds an additional option to … language support for articles Until now, a single article was only possible to be added in one language and the …

… & OOA approvals. This is can be used for agent KPIs. Total OOA Total time the agent spent out of adherence Does not include … authorisation with “authorisation” = None Authorised OOA Total time the agent spent out of adherence, with …

… answer rate and answer rate within SLA, and average wait time, speak time, wrap-up time and AHT (Average … Handling Time) so far today/this week. The columns: Total offered : Number of requests offered to (arrived in) … for a queue, this value is used instead of SLA ** Avg. wait time : Average wait time for requests answered by …

… SLA score is equal to the SLA score of the request that has waited relatively longest in the queue. >200 In Queue Now Total number of requests in queue now >30 Logged on and not … logged on excluding the ones in status pause. <5 Longest wait time now Waiting time of the request that has waited …

… the portal provides a richer layer of insight—offering 12 months of invoice data, broken down for clarity and … traffic charges:   Usage Month Indicates when the traffic was consumed. This is typically the same as the invoice … Platform. Direction A high-level classification of traffic type. For voice traffic, this also reflects the call …

… on the Home page:   Once selected, click Next to go to step 2 to select: Queues - in the list that shows all available … same metrics per Display Queue as is used in Ticker Queues, Wallboard for Queues and Queue overview:   Once selected, … go to Step 2 to select 1) Queues, 2) Columns and 3) Visual type: Queues - In the list showing all available Display …

… let a new file REPLACE the existing list content, or if you want to delete the list content, you must generate the … report shows the current list status (Enabled/Disabled), total number of contacts in the list and the number of … answered but were disconnected or hung-up since no agent was connected within the defined max time. If Silent call …

… properties related to 2 different areas: Allocation of chat and other written requests in combination with phone calls Chat properties Please see more about chat configuration on this page:  Services - Chat (New)   The properties related to allocation of chat and …

… Here you can choose Display queues and columns that should be shown in this Wallboard.   First, choose the display queues you want the wallboard to contain in the Select Queues list box. Then, choose which columns to show in the …