Agents view
Please note, this documentation is referring to functionality for which an End of Life has been announced. The announcement can be found here, and the new product documentation is available here.
This view gives you an overview of the agents performance. The agent can belong to one or more groups/queues depending on their competence.
| Metrics | Definition |
|---|---|
| Logged in time | Total time of all the agents in desktop. |
| Available time | Total time the agent(s) has been available for queue after it was open. Please note that, the agent is still considered available for the 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 increased |
| Engaged time | Total time the agent(s) has been engaged in dialogs |
| Dialogs | Total number of dialogs the agents have been involved in, including transfers |
| Dialog time | Total dialog time from all agents logged in |
| Avg. sim. dialog | Average simultaneous dialogs |
| Avg dialog time | Average time for a dialog between the user and a visitor |
| Cases closed | Total number of cases closed |
| Transfers | Total number transfers to another group |
| Ass Pur ( same visit) | Total number of purchases associated to a dialog during the same session |
| Ass Pur ( 6 hours) | Total number of purchases associated with a dialog within 6 hours after ending the dialog |