Workgroup Statistics

Workgroup statistics summarize ACD interactions, number of agents logged in, and other particulars that are common to the workgroup as a whole. The workgroup may or may not have associated queues.

Total agents

Total number of agents in the specified workgroups. This is typically the number of users that are members of the specified workgroup on the current server. This statistic does not take into account members of the same workgroup on peer servers.

Logged on

The number of agents logged on for the specified workgroup. This is also the number of agents who are logged on the current server. This count does not include agents who are logged on peer servers for the same workgroup.

The number of logged on agents can be inaccurate if the following scenario exists for the workgroup:

• A supervisor is a member of the workgroup.
• And the supervisor logs on to IC Business Manager or Interaction Administrator.
• And the supervisor logs on to Interaction Desktop or Interaction Connect.

If the workgroup meets this scenario, the CIC server increments the Logged On count due to the supervisor logons. The CIC server does not decrease the Logged On count until the supervisor logs out of both applications. To correct the Logged On count, you can remove the supervisor from the workgroup or set the SetPersistedStatusOnLastStationLogout server parameter to True.

Available for ACD interactions

The number of agents available to take ACD interactions. An agent is considered to be available to take ACD interactions if all of the following apply:

1. The agent is not on another interaction.
2. The agent has an available status.
3. The agent is logged on.
4. The agent is activated on the specified workgroup.

Not available for ACD interactions

Number of agents not available to take ACD interactions. The number of logged in and active agents minus the agents available for any interaction.

Percent available

Percent of logged in agents that are available for ACD interactions.

((available to take ACD interactions / logged in) * 100)

Longest available

Longest period of time an agent is available. In other words, the duration of the longest available agent to take an ACD interaction for the specified workgroups. See Available to take ACD interactions.

On inbound ACD interactions

Number of agents on inbound ACD interactions.

On inbound ACW

Number of agents performing after call wrap-up work after receiving an ACD interaction.

Longest inbound ACD interaction

Duration of the longest of the currently active inbound ACD interactions, or 0 if there is no inbound ACD interaction active. The duration does not include wait time or answer time. It is the time it takes for an interaction to be handled by an agent in a queue (excluding wrap time), from first connect to queue removal/disconnect.

On outbound ACD interactions

Number of agents on outbound ACD interactions.

On outbound ACW

Number of agents performing after call wrap-up work to conclude an outbound ACD interaction.

Longest outbound ACD interaction

Duration of the longest active outbound ACD interaction, or 0 if there is no active outbound ACD interaction.

On non-ACD interactions

Number of agents on non-ACD interactions.

Longest non-ACD interaction

Duration of the longest of the currently active non-ACD interactions, or 0 if there is not an active non-ACD interaction.

Interactions waiting

Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD - Wait Agent state.

Interactions On Hold

Number of interactions currently on hold.

Interactions answered

Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue.

Longest interaction waiting

Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state the longest. Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall time in the system (such as time in IVR) is not counted.

Longest talk time

The total talk time of the longest currently connected interaction.

Longest hold time

Time of the longest currently on hold interaction. This interaction has been in a Hold state the longest.

Logged on agents in this workgroup

Number of agents logged in on this workgroup.

Logged on + Activated

The number of activated agents logged on for the specified workgroup.

Agents available

The Available Agent Count of logged on agents that are available for ACD interactions. See definitions for Logged On and Available to take ACD interactions.

Lowest active agent negative score

Lowest agent negative score for active calls.

Lowest active customer negative score

Lowest customer negative score for active calls.

Highest active agent positive score

This statistic represents the highest positive score that an agent has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.

Highest active customer positive score

This statistic represents the highest positive score that a customer has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.