Contents

Agent Overview Dashboard

The Agent Overview dashboard provides detailed information for multiple agents, by workgroup. The visualizations display statistics for the total interactions answered, completed, and on hold, for multiple agents. The Agent Overview dashboard also displays the average handling times for agents, with their positive and negative scores.

The visualizations for the Agent Overview dashboard include Agent Interactions, Average Scores, Average Times, and Agent Statistics.

You can include or exclude data in your dashboard visualizations using the filters Select Workgroup, Select Users, and Select Interval.

Dashboard Visualizations

The following visualizations are displayed in the Agent Overview dashboard.

Agent Interactions

This bar chart visualization displays the number of interactions Entered, Non ACD, Answered, Completed, and On Hold for agents, by workgroup, for a selected interval.

Average Scores

This bar chart visualization displays the Average Agent Negative Score, Average Agent Positive Score, Average Customer Negative Score, and Average Customer Positive Score for agents, by workgroup, for a selected interval.

Average Times (hh:mm:ss)

This bar chart visualization displays the agent Average Talk Time, Average Hold Time, and Average Wait Time for a selected interval, by workgroup.

Agent Statistics

This grid visualization displays agent interaction statistics, by workgroup, for Interval, Answered, Completed, Entered, On Hold, Non ACD, Average Agent Negative Score, Average Agent Positive Score, Average Customer Negative Score, and Average Customer Positive Score.

Elements used in the Agent Overview Dashboard

The following tables provide descriptions of the dashboard visualization elements.

Agent Interactions

Dashboard Element	Data Column or Computation	Description
Entered	InteractionsEntered	The number of agent interactions that entered the workgroup queue, for the selected intervals.
Non ACD	NonACDInteractions	This is 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.
Answered	InteractionsAnswered	The number of agent interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue.
Completed	InteractionsCompleted	The number of interactions completed. That is, the interaction went from a state of ACD-Assigned to ACD-Disconnected.

Average Scores

Dashboard Element	Data Column or Computation	Description
Average Agent Negative Score	AverageAgentNegativeScore	This is the sum of the agents negative scores divided by the total number of calls in the Current and Previous period or shift.
Average Agent Positive Score	AverageAgentPositiveScore	This is the sum of the agents positive scores divided by the total number of calls in the Current and Previous period or shift.
Average Customer Negative Score	AverageCustomerNegativeScore	This is the sum of the customers negative scores divided by the total number of calls in the Current and Previous period or shift.
Average Customer Positive Score	AverageCustomerPositiveScore	This is the sum of the customers positive scores divided by the total number of calls in the Current and Previous period or shift.

Average Times (hh:mm:ss)

Dashboard Element	Data Column or Computation	Description
Average Talk Time	AverageTalkTime	The average amount of time (hh:mm:ss) that the agents have spent on interactions for the specified workgroup. This is the average time all interactions on the agents queue for the specified workgroup have been in the ACD-Assigned state.
Average Hold Time	AverageHoldTime	The average amount of time (hh:mm:ss) that the agents have had the interactions on hold for the specified workgroup. This is the average time all ACD interactions on the agents queue for the specified workgroup have been in the Hold state.
Average Wait Time	AverageWaitTime	The average amount of wait time (hh:mm:ss) for all interactions in the queue for a specified workgroup. That is, the average time an interaction from the specified workgroup has alerted agents in the current period. This is the average time all interactions have been in the ACD-Alerting state on the agents queue for the specified workgroup.

Agent Statistics

Dashboard Element	Data Column or Computation	Description
Workgroup	Workgroup	This is the name of workgroup.
User	User	This is the name of the agent.
Interval	Interval	This is the type of interval, for example: Current Shift, Current Period, Previous Shift, and Previous Period.
Answered	InteractionsAnswered	This is the 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.
Completed	InteractionsCompleted	this is the number of interactions complete that went from a state of ACD - Assigned to ACD - Connected.
Entered	InteractionsEntered	This is the total number of interactions that entered the queue.
On Hold	InteractionsOnHold	The number of interactions the agent had on hold.
Non ACD	NonACDInteractions	This is 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 Negative Score	AverageAgentNegativeScore	This is the sum of the agents negative scores divided by the total number of calls in the Current and Previous period or shift.
Average Agent Positive Score	AverageAgentPositiveScore	This is the sum of the agents positive scores divided by the total number of calls in the Current and Previous period or shift.
Average Customer Negative Score	AverageCustomerNegativeScore	This is the sum of the customers negative scores divided by the total number of calls in the Current and Previous period or shift.
Average Customer Positive Score	AverageCustomerPositiveScore	This is the sum of the customers positive scores divided by the total number of calls in the Current and Previous period or shift.