Agent Status - Time on Status - Report Metrics
Applies To
- VCC
Answer
Agent Status - Time on Status
Report Category | Report Template | Metrics | Metrics Definitions |
---|---|---|---|
Agent Status | Time on Status | Waiting | The total time the agent has spent in the Available state |
Dimensions:
|
Waiting % | The percentage of time the agent has spent in the Available state over the Logged In Time | |
Processing Transactions | The total time the agent has spent in the Offering and Handling states (from the moment the interaction is accepted by the agent until it is terminated) | ||
Processing Transactions % | The percentage of time the agent has spent in the Offering and Handling states over the Logged In Time | ||
Post Processing | The total time the agent has spent in the Wrap Up state (from the moment the accepted interaction is terminated until it is wrapped up) | ||
Post Processing % | The percentage of time the agent has spent in the Wrap Up state over the Logged In Time | ||
Working Offline | The total time the agent has spent in the Work Offline state | ||
Working Offline % | The percentage of time the agent has spent in the Work Offline state over the Logged In Time | ||
Break | The total time the agent has spent in the On Break state | ||
Break % | The percentage of time the agent has spent in the On Break state over the Logged In Time | ||
Total Time Processing + Post Processing Transaction | The total time the agent has spent in the Handling and Wrap Up states | ||
Total Time Processing + Post Processing Transaction % | The percentage of the time the agent has spent in the Handling and Wrap Up states over the Logged In Time | ||
Logged In | The total time the agent has spent in the Logged In state |