ACD Statistics (Queue)

This ACD tool returns statistics used for reporting on workgroup queues containing ACD calls.

Inputs

Workgroup Queue Name

The name of the queue on which you want to collect statistics.

Outputs

Estimated wait time

An estimate of the amount of time (in seconds) that a call will wait before being connected to an agent. This wait time is calculated using the average wait time for the queue and subtracting the amount of time that the call has been on the queue. Average wait time is calculated by adding the total wait time for all calls answered in a given period (the previous 30 minutes) and dividing that total by the number of calls answered in that period. A negative value is returned if the average wait time statistics are not available (due to insufficient observations in the sampling period) or if the call has already waited longer than the estimated wait time.

Number of Agents Logged In

The number of agents logged into this queue.

Number of Agents Available

The number of agents who are 100% available to take ACD calls on this queue.

Note: If an agent is on any interaction (regardless of utilization), he or she will show as unavailable.

Number of Agents on Calls

The number of agents currently connected to calls.

Number of Agents in Follow Up

The number of agent’s whose status is set to a Follow Up status.

Longest Time an Agent has been Available

The longest time (in seconds) an agent has been available. This is calculated for all logged-in agents.

Number of calls waiting assignment

The number of ACD calls in this queue that have not been assigned to agents.

Number of Connected Calls

The number of call currently connected to an agent.

Longest Wait Time for a Call

The longest amount of time (in seconds) a call waited before being connected.

Average Wait Time for Connected Calls

The average amount of time (in seconds) that calls waited before being connected.

Average Wait Time for Abandoned Calls

The average amount of time (in seconds) that calls waited before abandoning.

Average Duration of Connected Calls

The average amount of time (in seconds) that connected calls remained connected.

Average Follow Up Time for Connected Calls

The average amount of time (in seconds) that agents were in a follow up status after completing a call.

Denominator for Average Wait Time

The number of calls used to calculate average wait time.

Denominator for Average Abandon Time

The number of calls used to calculate average abandon time.

Denominator for Average Duration

The number of calls used to calculate average duration.

Denominator for Average Follow Up Time

The number of calls used to calculate average follow up time.

Exit Paths

Success

This tool takes the Success exit path if the queue name is valid and the tool encountered no errors.

Failure

This step always takes the Failure exit path if the call ID is no longer valid, if there is a catastrophic problem on the CIC Server.