Contents

Agent Dashboards Data Dictionary

Elements used in the Agent Dashboards

The following tables provide descriptions of the dashboard elements.

Datacube Name	Data Column Name	Dashboard Data Column Name	Description
Agent Status Stats	Workgroup	Workgroup	Name of the Workgroup
	Status	Status	Agent's Status (Available, Break, Follow Up, Unavailable, and Training)
	Time in Status	Time in Status	This statistic is evaluated by time-in-status alerts. It appears in the Workgroup Detail views to report the amount of time, that an agent has been in a status condition.
	Agent	Agent	Name of the Agent
Agent Interval Stats	Workgroup	Workgroup	Name of the workgroup
	Agent	Agent	Name of the Agent
	Interval	Interval	Type of the Interval Example: Current Shift, Current Period, Previous Shift, Previous Period
	Interactions Entered	Interactions Entered	It is the total number of interactions that entered the queue.
	Interactions Answered	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 Completed	Interactions Completed	Number of interactions completed (That's from a state of ACD - Assigned to ACD - Disconnected).
	Interactions on Hold	Interactions on Hold	Number of interactions held.
	Average Wait Time	Average Wait Time	Average wait time in the queue of all interactions. In other words, the average time an interaction from the specified workgroup has alerted the agent in the current period. This is the average time all interactions have been in the ACD - Alerting state on the agent's queue for the specified workgroup.
	Average Talk Time	Average Talk Time	The average time the agent has spent on interactions for the specified workgroup. This is the average time all interactions on the agent's queue for the specified workgroup have been in the ACD - Assigned state.
	Average Hold Time	Average Hold Time	The average hold time in queue of all ACD interactions. This is the average time all ACD interaction on the agents queue for the specified workgroup have been in Hold state.
	Longest Wait Time	Longest Wait Time	Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state for the longest. Its duration is the amount of time that the interaction has waited to be selected up by an available agent, based on the time in the queue only. Supervisor workflow statistics always pertain to the time in a workgroup or user interaction. Overall time in the system (such as time in the IVR) is not counted.
	Longest Talk Time	Longest Talk Time	Time of the longest currently connected interaction. This interaction has been in a Connected state for the longest.
	Non-ACD Interactions	Non-ACD Interactions	The number of interactions answered by an agent that were not routed to the agent by ACD. These are interoffice interactions, transfers, and other person-to-person interactions.
	Average Agent Positive Score	Average Agent Positive Score	Sum up agent positive score divided by the total number of calls in the current/previous period or shift
	Average Agent Negative Score	Average Agent Negative Score	Sum up agent negative score divided by the total number of calls in the current/previous period or shift
	Average Customer Positive Score	Average Customer Positive Score	Sum up customer positive score divided by the total number of calls in the current/previous period or shift
	Average Customer Negative Score	Average Customer Negative Score	Sum up customer negative score divided by the total number of calls in the current/previous period or shift