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Workgroup Statistics

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

Statistic	Description
Abandon Rate Distributions	A percentage value that is calculated by taking the number of abandoned calls in an accumulative collection of data from a workgroup and then dividing this number by the number of calls that entered into the workgroup queue.
Abandon Rate Missed Target	A percentage value that is calculated by taking the number of calls that are abandoned outside of the service level target and then dividing this number by the number of calls that entered into the workgroup queue.
Abandon Rate Target	A percentage value that is calculated by taking the number of calls that are abandoned within the service level target configuration and then dividing this number by the number of calls that entered into the workgroup queue.
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.
Agents in status	Number of agents in a particular status.
Agents logged in on this workgroup	Number of agents logged in on this workgroup.
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 conditions are met: The agent is logged in The agent is activated on the specified workgroup The agent is not on another interaction The agent has an available status Note that Agent utilization does not apply to this statistic. This statistic assumes that each agent can only take one interaction at a time.
Average agent negative score	Sum of agent negative scores divided by the total number of calls in the current or previous period or shift.
Average agent positive score	Sum of agent positive scores divided by the total number of calls in the current or previous period or shift.
Average customer negative score	Sum of customer negative scores divided by the total number of calls in the current or previous period or shift.
Average customer positive score	Sum of customer positive scores divided by the total number of calls in the current or previous period or shift.
Average talk time	Total amount of time that all agents spent on different ACD interactions, divided by number of ACD interactions handled by all agents.
Average wait time	Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned, divided by number of ACD interactions for the period reported.
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.
Interactions abandoned	Number of interactions that were externally disconnected by the remote party before they could be client connected (picked up by an agent). Tip: The CIC data dictionary provides supplemental information about abandoned calls.
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.
Interactions answered	Total number of interactions answered that went from ACD–Wait Agent state to ACD–Assigned.
Interactions completed	Number of interactions completed (that went from a state of ACD– Assigned to ACD–Disconnected).
Interactions flowed-Out	Number of interactions flowed-out.
Interactions received	Total number of interactions that entered the queue.
Interactions waiting	Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD–Wait Agent state.
Logged in	The number of agents logged in for the specified workgroup. This statistic is also the number of agents who are logged into the current server. This statistic does not include agents who are logged into 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.
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 for ACD Interactions.
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.
Longest interaction waiting	Duration 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 non-ACD interaction	Duration of the longest of the currently active non-ACD interactions, or 0 if no non-ACD interaction is active.
Longest outbound ACD interaction	Duration of the longest active outbound ACD interaction, or 0 if no outbound ACD interaction is active.
Longest talk time	The total talk time of the longest currently connected interaction.
Not available for ACD interactions	The number of agents not available to take ACD interactions. The number of logged in and active agents minus the agents available for any interaction.
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.
On non-ACD interactions	Number of agents on non-ACD interactions.
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.
Percent available	The percentage of logged in agents that are available for ACD interactions (available to take ACD interactions / logged in) * 100).
Service Level Distributions	A percentage value that is calculated by taking the number of answered calls in an accumulative collection of data from the service levels that are configured for a workgroup and then dividing this number by the number of calls that are answered in the workgroup queue.
Service Level Missed Target	A percentage value that is calculated by taking the number of answered calls that did not make the service level target configured for a workgroup and then dividing this number by the number of calls that are answered in the workgroup queue.
Service Level Target	A percentage value that is calculated by taking the number of answered calls that fell within the service level target configuration (inclusive) for the workgroup and then dividing this number by the number of calls that are answered in the workgroup queue.
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.
Total agent negative score	This statistic represents the total negative score that this agent has accumulated in all interactions. This cumulative score does not include positive scores that occurred during the interactions.
Total agent positive score	This statistic represents the total positive score that this agent has accumulated in all interactions. This cumulative score does not include negative scores that occurred during the interactions.
Total customer negative score	This statistic represents the total negative cumulative score for customer interactions handled by this agent. This cumulative score does not include positive scores that occurred during the interactions.
Total customer positive score	This statistic represents the total positive cumulative score for customer interactions handled by this agent. This cumulative score does not include negative scores that occurred during the interactions.
Total talk time	Total amount of time that all agents spent on ACD interactions.
Total wait time	Total amount of time that ACD interactions waited in the Workgroup Queue before they were ACD assigned.