Skip to main content
Agent Status - Time on Status - Report Metrics
8x8 Support

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:

  • Time
  • Agent
  • Media
  • Channel
  • Queue
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

 

 

  • Was this article helpful?