Contents

Workgroup Dashboards Data Dictionary

Elements used in the Workgroup Dashboards

The following tables provide descriptions of the dashboard elements.

Datacube Name	Data Column Name	Dashboard Data Column Name	Description
Workgroup Interval Media Stats	Workgroup	Workgroup	Name of the workgroup
	Interval	Interval	Type of Interval Example: Current Shift, Current Period, Previous Shift, Previous Period
	MediaType	MediaType	The media type of the interaction
	Service Level Target	Service Level Target	The number of calls answered that within the service level target configuration (inclusive) for the specified workgroup queue, interaction type and interval (current period, shift, and so on). The number of answered calls for each bucket is divided by the number of calls answered for the workgroup queue to represent this value in percentage
	Service Level Missed Target	Service Level Missed Target	The number of calls answered that did not make the service level target. The number of those calls is divided by the number of calls answered for the workgroup queue to represent this value in percentage
	Abandoned Rate Target	Abandoned Rate Target	Statistics represent abandoned calls that happened within the service level target configuration. In addition, the number of those calls is divided by the number of calls that entered the workgroup queue to represent a value in percentage
	Abandoned Rate Missed Target	Abandoned Rate Missed Target	The number of calls that are abandoned outside the service level target. It divides that number with the number of calls that entered the workgroup queue to get this value in percentage
Workgroup Status Stats	Workgroup	Workgroup	Name of the workgroup
	Status	Status	Agent's Status (Available, Break, Follow Up, Unavailable and Training)
	Agents in Status	Agents in Status	Number of agents in a particular status
Workgroup Stats	Workgroup	Workgroup	Name of the workgroup
	Total Agents	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 consider members of the same workgroup on peer servers
	Logged in	Logged in	The number of agents logged on for the specified workgroup. This is also the number of agents who are logged on the current server. This count does not include agents who are logged on to peer servers for the same workgroup
	Available Agents for ACD Interactions	Available Agents for ACD Interactions	Available Agents 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 apply: a) the agent is not on another interaction, b) the agent has an available status, c) the agent is logged on, d) the agent is activated on the specified workgroup
	Percent Available	Percent Available	Percent of logged on agents that are available for ACD interactions. ((available to take ACD interactions / logged on) * 100)
	Not Available Agents	Not Available Agents	Number of agents not available to take ACD interactions. The number of logged on and active agents minus the agents available for any interaction
	Longest Available Time	Longest Available Time	Longest period 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 to take ACD interactions
	On Inbound ACD Interactions	On Inbound ACD Interactions	Number of agents on inbound ACD interactions
	On Inbound ACW	On Inbound ACW	Number of agents performing after call wrap-up work after receiving an ACD interaction.
	Longest Inbound ACD Interaction	Longest Inbound ACD Interaction	Duration of the longest of the currently active inbound ACD interactions, or N/A if there is no inbound ACD interaction active
	On Outbound ACD Interactions	On Outbound ACD Interactions	Number of agents on outbound ACD interactions.
	On Outbound ACW	On Outbound ACW	Number of agents performing after call wrap-up work to conclude an outbound ACD interaction
	Longest Outbound ACD Interaction	Longest Outbound ACD Interaction	Duration of the longest active outbound ACD interaction, or N/A if there is no active outbound ACD interaction.
	Non-ACD Interactions	Non-ACD Interactions	Number of agents on non-ACD interactions
	Longest Non-ACD Interaction	Longest Non-ACD Interaction	Duration of the longest of the currently active non-ACD interactions, or N/A if there is not an active non-ACD interaction
	Longest Talk Time	Longest Talk Time	Time of the longest currently connected interaction. This interaction has been in a Connected state the longest
	Longest Wait Time	Longest Wait Time	Time 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 selected 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 on Hold Time	Longest on Hold Time	Time of the longest currently on hold interaction. This interaction has been in a Hold state the longest
	Agents Logged in	Agents Logged in	Number of logged on agents in this workgroup
	Agents Logged in and Activated	Agents Logged in and Activated	The number of activated agents logged on for the specified workgroup
	Agents Available	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
	Interactions Connected	Interactions Connected	Total number of interactions answered, which went from ACD - Wait Agent to ACD - Assigned
	Interactions Waiting	Interactions Waiting	Number of interactions waiting to be connected to an agent. These interactions are currently in the ACD -Wait Agent state
	Interactions on Hold	Interactions on Hold	Number of interactions currently on hold
	Worst Active Agent Score	Worst Active Agent Score	Worst active agent score for active calls
	Worst Active Customer Score	Worst Active Customer Score	Worst active customer score for active calls
Workgroup Interval Stats	Workgroup	Workgroup	Name of the workgroup
	Interval	Interval	Type of Interval Example: Current Shift, Current Period, Previous Shift, Previous Period
	Interactions Entered	Interactions Entered	Total number of interactions that entered the queue
	Interactions Flowed out	Interactions Flowed out	Number of interactions flowed-out
	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 went from a state of ACD - Assigned to ACD - Disconnected)
	Interactions Abandoned	Interactions Abandoned	Number of interactions that were externally disconnected by the remote party before they could be client connected (selected by an agent). Tip: the IC data dictionary provides supplemental information about abandoned calls
	Total Interactions on Hold	Total Interactions on Hold	Number of interactions held
	Average Talk Time	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
	Total Talk Time	Total Talk Time	Total amount of time that All Agents spent on different ACD interactions
	Average Wait Time	Average Wait Time	The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned, divided by number of ACD interactions for the period reported
	Total Wait Time	Total Wait Time	The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned
	Average Hold Time	Average Hold Time	Total amount of hold time that on different ACD interactions, divided by number of ACD interactions handled by All Agents
	Total Hold Time	Total Hold Time	Total amount of hold time that on different ACD 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