Contents

Display and Configure Agent Statistics

Requirements: To display Agent Statistics for other agents, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enable supervisor features. To display Agent Statistics for yourself only, you do not need this license. However, you do need the license to see the Current Interactions part of the Agent Statistics view. See Licensing and Enablement below.

You need the Customize Client Security right to add views. To display this view, you also need the Workgroup Statistics Security right. You need the Workgroups: Statistics Access Control right for any workgroups you select. The View Directory Status Columns Access Control right enables you to display an agent’s status information.

Licensing and Enablement

This table describes the relationship of licensing, supervisor features, and the Agent Statistics view.

Interaction Supervisor Plug-In: Workgroup license	Enable Supervisor features	Agent Statistics view
Yes	Yes	You can see your own and other agents' statistics. The Current Interactions part of the view is visible.
Yes	No	You can see your statistics, but not other agents' statistics. The Current Interactions part of the view is not visible.
No	No	You can see your statistics for the workgroups to which you belong. The Current Interactions part of the view is not visible.

This is an overview of the activity of an agent within a workgroup. You can add as many Agent Overviews as you need, but PureConnect will actively update statistics in only five of the displayed views.

To display the Agent Statistics view:

Click the Add View icon (plus sign) next to any tab.
In the Quick Picks list, click Show All Views.
In the Add Views dialog box, in the Extras category, select the Agent Statistics check box.
In the Add Views dialog box, click Add View.

Result: A blank Agent Statistics view appears in Interaction Connect. You see a reminder that you haven't yet selected a workgroup.

In Agent Statistics, make the following selections:
- From the Select a Workgroup drop-down list, select one workgroup. If needed, use the search box to find the appropriate workgroup.
  Note: This list contains only the workgroups for which you have the Statistics Workgroups Access Control right. If you do not have the Interaction Supervisor Plug-In: Workgroup license and have not also enabled supervisor features, you can select only from workgroups to which you belong.
- From the Select an Agent drop-down list, select one agent. If needed, use the search box to find the appropriate agent.
- Optionally, change the shift/period selection in the Current Shift drop-down list.
  
  Result: The Agent Statistics view displays statistics for the selected agent within the selected workgroup.

Optionally, in the Current Interactions section, select and arrange the displayed statistics:

Note: This section appears only if you have the Interaction Supervisor Plug-In: Workgroup license and have also enabled supervisor features. You can rearrange and remove statistics only in the Current Interactions section. This arrangement and selection is saved separately for each Agent Overview.

To select the statistics displayed here, click the Choose Columns control.
To rearrange the statistics, drag and drop column headings
To resize a column, drag the right side column boundary.