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Agent Statistics

Requirements: See Display and Configure Agent Statistics.

The Agent Statistics view summarizes the activity of a single agent in a selected workgroup. This view enables supervisors to manage agents. It shows user status, workgroup activation status, and the selected agent's specific statistics. It includes a queue view of the interactions assigned to the agent with supervisor-focused queue controls including Coach, Listen, and Join.

Select a Workgroup drop-down list

Click the down arrow and select a workgroup from the drop-down list or use the search text box to find a workgroup.

Select an agent drop-down list

Click the down arrow and select an agent belonging to the selected workgroup.

Select a shift/period drop-down list

Click the down arrow and select the current or previous shift or period.

Manage Activations

To manage workgroup activations for this user, click Manage Activations. See Change a User's Activated Workgroups.

Configure

To display or hide alerts for the displayed statistics, click the Configure button.

Note: A supervisor configures alerts in IC Business Manager. These alerts take the form of alert icons (color bubbles) and changes to text including font style, font color, or background color.

Agent information

This section displays the agent’s photo, CIC status, time in CIC status, and Workgroup Activation status.

The circle around the agent’s photo also indicates CIC status:

  • Green indicates that the agent is in an ACD Available status and activated in one or more workgroups.

  • Blue indicates that the agent is available, but not in an ACD Available status.

  • Red indicates the agent is in a DND status; for example, At Lunch or In a Meeting,

  • Grey indicates that the agent is not logged on.

Average Talk Time

The average amount of time any connected interaction was connected during the selected shift or period.

Longest Talk Time

The longest amount of time any connected interaction was connected during the selected shift or period.

Selected shift or period Interactions

This section displays statistics for non-disconnected interactions currently or previously on the agent’s queue during the selected shift or period.

  • Received is the number of interactions that alerted on this agent’s queue during the current period.

  • Answered is the number of interactions that were answered by the agent.

  • Completed is the number of interactions picked up by the agent and then transferred or disconnected.

  • Held is the number of interactions placed on hold by the agent during the current period.

Current Interactions

This section displays the interactions currently on the agent’s queue.

Tip: To select which columns to display, use the Choose Column control on the right side of the column heading row.

Queue Control Toolbar

To assist with or monitor an agent’s interaction, select a current interaction and use the toolbar buttons