Statistics

View real-time performance statistics for yourself, favourite queues and other agents.

 

 

 

Agent Statistics

 

  1. When idle, click Active Media from the Ribbon

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  2. Refer to the respective chart to see performance for today

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    Average Speed of Answer ↗

     

     

     

     

    Interactions presented but not answered at your extension. ↗

     

     

     

    Long Calls

    Interactions which exceed the organisation’s threshold limits

     

    Average Handle Time

    Average time processing interactions ↗

     

    Inbound Outbound Queue

     

     

     

     

    Status while logged into Queue Presence.

     

    Idle Duration not processing interactions
    Ringing Duration before notifications are answered
    Talk Duration processing an interaction
    Hold Duration on phone hold
    Wrap Duration in Wrapup

     

     

    Combined status on and off interactions for the day.

     

    Break Duration in Presence Break
    Office Duration Presence Available
    Idle Duration not processing interactions
    Call Duration on phone hold
    Wrap Duration in Wrap up

     

     

  3. Click chart to refresh if it is not updated

 

TIP To view another agent's statistics, access the Unified Communications menu from the Agent View or Extensions directory and select Statistics.

 

 

Queue Statistics

 

  1. When idle, click Active Media from the Ribbon

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  2. Click Favourite Queues tab

  3. Refer to the respective chart for real-time queue performance

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    Average percentage of interactions answered divided by interactions offered.

     

     

     

    Number of waiting interactions divided by number of agents logged in.

     

     

     

    Number of people, callbacks or outbound interactions waiting to be answered.

     

  4. Click chart to refresh if it is not updated

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TIP To favourite a queue, access the Queue Menu from the View Queues button on the Ribbon and select Add to favourites.

 

Queue Stats Settings

 

  1. Hover mouse over Queue Speedo graph

  2. Click gear icon to access settings

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  3. Adjust upper, middle and lower bounds of speedo colour segments

 

 

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