Monitored Values

Monitored Value

Description

Interaction Priority

Interaction priority weight (-10 to 10 inclusive).The default value is 1. Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Interaction Time in Queue

Interaction time in queue weight (-10 to 10 inclusive, default 1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Interaction Time in System

Interaction time in system weight (-10 to 10 inclusive, default 1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Agent Skills

Agent skills weight, which is the overall weight assigned to the overall skills score, not the weight per skill. The range is -10 to 10 inclusive. The default is 1. Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Agent Cost

Agent cost weight (-10 to 10 inclusive, default -1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Agent Available Time

Agent available time weight (-10 to 10 inclusive, default 1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Agent Occupied Percentage

Amount of time that an agent is busy with ACD calls and After Call Work, relative to the amount of ACD logon time for that day. The formula is: ACD Talk + ACW / ACD Logged In, where ACD Talk is total time that the agent is on ACD calls (that day), added to the total time that the agent is in ACW status (that day), divided by the total amount of time that the agent is logged on and available to accept ACD calls (that day).

Ratio of Free to Active Lines

Ratio of free lines to active lines weight (-10 to 10 inclusive, default 1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Queue Member Order Weight

Queue member order weight (-10 to 10 inclusive, default 0). Lower numbers mean less important, negative numbers mean that a higher number lowers the score).

Routing Cost

Routing cost weight (-10 to 10 inclusive, default -1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Specific Agent

Scoring factor weight for a specific Agent. The default bias is positive. The default weight is 1.

Specific Workgroup

Scoring factor weight for a specific Workgroup. The default bias is positive. The default weight is 1.

Specific Server

Scoring factor weight for a specific Server. The default bias is positive. The default weight is 1.

Monitored Value

Description

Number of Logged in Agents

Number of logged-on agents weight (-10 to 10 inclusive, default 1). When the bias is positive, lower numbers mean less important. When the bias is negative, a higher number lowers the score.

Longest Wait

Longest amount of time a call waited for an available agent to pick up.

Average Wait

Average amount of time a call waited for an available agent to pick up.

Number of Waiting Calls

Number of waiting calls weight (-10 to 10 inclusive, default -1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Number of Connected Calls

Number of connected calls weight (-10 to 10 inclusive, default -1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Ratio of Free to Active Lines

Ratio of free lines to active lines weight (-10 to 10 inclusive, default 1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Number of Active Lines

Number of active lines weight (-10 to 10 inclusive, default -1). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Number of Wrapup Agents

Number of wrap-up agents weight (-10 to 10 inclusive, default 0). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Average Wrapup Time

Average wrap-up time weight (-10 to 10 inclusive, default 0). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Agent Skills

Logged-on agent skills weight, which is the overall weight assigned to the overall skills score, not the weight per skill. The range is -10 to 10 inclusive. The default is 1. Lower numbers mean less important, negative numbers mean that a higher number lowers the score.

Queue Member Order Weight

Queue member order weight (-10 to 10 inclusive, default 0). Lower numbers mean less important, negative numbers mean that a higher number lowers the score.