Contents

Available Statistics

The following describes the statistics that are available in Interaction Web Portal.

Note: The memory footprint (RAM Utilization) of StatServerAgent.exe increased by 14% (~ 0.4 GB) with the addition of the following Agent statistics:
- Agent Keyword Spotted
- Average Agent Negative Score
- Average Agent Positive Score
- Average Customer Negative Score
- Average Customer Positive Score
- Customer Keyword Spotted
- Total Agent Positive Score
- Total Agent Negative Score
- Total Customer Positive Score
- Total Customer Negative Score

Statistic Name	Description
Abandoned Rate Distribution	The percentage of interactions where the caller disconnected before being connected to an agent.
Abandon Rate Missed Target	Abandon rate missed target
Abandon Rate Target	The target percentage of interactions that are abandoned.
Active social conversations	Number of active social conversations in the system.
Active social direct messages	Number of active direct messages in the system.
Agent Keyword Spotted	This statistic represents the last agent keyword spotted during the last interaction handled by this agent.
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.
Agents in status	The number of agents in the specified workgroup with the specified status.
Agents logged in on this workgroup	The number of agents logged in under the specified workgroup.
Available for ACD interactions	The number of agents who are available to take ACD interactions. An agent is considered available to take ACD interactions if all of the following conditions are met: The agent is logged in. The agent is activated on the specified workgroup. The agent is not on another interaction. The agent has an available status. Note that agent utilization does not apply to this statistic. This statistic assumes that each agent can only take one interaction at a time.
Average agent negative score	The sum of agent negative scores divided by the total number of calls in the current or previous period or shift.
Average agent positive score	The sum of agent positive scores divided by the total number of calls in the current or previous period or shift.
Average customer negative score	The sum of customer negative scores divided by the total number of calls in the current or previous period or shift.
Average customer positive score	The sum of customer positive scores divided by the total number of calls in the current or previous period or shift.
Average hold time	The average hold time of all interactions for the specified interval and workgroup.
Average talk time	Average talk time of all interactions for the specified interval and workgroup.
Average wait time	Average wait time in queue of all interaction during the specified period.
Customer Keyword Spotted	This statistic represents the last customer keyword spotted during the last interaction handled by this agent.
Highest active agent positive score	This statistic represents the highest positive score that an agent has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.
Highest active customer positive score	This statistic represents the highest positive score that a customer has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.
Interactions abandoned	The number of interactions that were externally disconnected by the remote party before they could be picked up by an agent. The CIC data dictionary provides supplemental information about abandoned calls.
Interactions answered	Number of ACD interactions answered by the specified workgroup.
Interactions completed	Number of interactions that were completed by the specified workgroup.
Interactions flowed-out	Number of interactions that were rerouted out of the ACD.
Interactions held	Number of ACD interactions that were placed on the hold for the specified workgroup.
Interactions on hold	The number of ACD interactions on hold for the specified workgroup.
Interactions received	The number of ACD interactions received for the specified workgroup.
Interactions waiting	Number of ACD interaction waiting in the queue for the specified workgroup.
Logged in	The number of agents logged in for the specified workgroup. This is also the number of agents who are logged into the current server and does not include agents who are logged into peer servers for the same workgroup. The number of logged on agents can be inaccurate if the following scenario exists for the workgroup: A supervisor is a member of the workgroup. And the supervisor logs on to IC Business Manager or Interaction Administrator. And the supervisor logs on to Interaction Desktop or Interaction Connect. If the workgroup meets this scenario, the CIC server increments the Logged On count due to the supervisor logons. The CIC server does not decrease the Logged On count until the supervisor logs out of both applications. To correct the Logged On count, you can remove the supervisor from the workgroup or set the SetPersistedStatusOnLastStationLogout server parameter to True.
Logged in + activated	The number of agents logged in and activated for the current workgroup. This includes the number of agents who are logged into and activated on the current server and does not include agents logged into peer servers for the same workgroup.
Longest available	The longest duration of time in which an agent is available to take an ACD interaction for the specified workgroup.
Longest hold time	The hold time of the longest currently held interaction.
Longest inbound ACD interaction	Duration of the longest of the currently active inbound ACD interactions, or 0 if there is no inbound ACD interaction active. The duration does not include wait time or answer time. It is the time it takes for an interaction to be handled by an agent in a queue (excluding wrap time), from first connect to queue removal/disconnect.
Longest interaction waiting	The 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 picked 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 non-ACD interaction	Longest duration of the currently active non-ACD interactions (0 if there are none).
Longest outbound ACD interaction	Longest duration of the currently active outbound ACD interactions (0 if there are none).
Longest social conversation	Duration of the longest social conversation currently in the system.
Longest social direct message	Duration of the longest direct message currently in the system.
Longest talk time	The total talk time of the longest currently connected interaction.
Lowest active agent negative score	The lowest of the agent negative scores for active calls.
Lowest active customer negative score	The lowest of the customer negative scores for active calls.
Not available for ACD interactions	The number of agents not available to take ACD interactions.
On inbound ACD interactions	The number of agents on inbound ACD interactions.
On inbound ACW	Number of agents in follow-up (After Call Wrap-up) mode after being on inbound ACD interactions.
On non-ACD interactions	The number of agents on inbound and outbound non-ACD interactions.
On outbound ACD interactions	Number of agents on outbound ACD interactions.
On outbound ACW	Number of agents in follow-up (After Call Wrap-up) mode after being on outbound ACD interactions.
Percent available	The percentage of logged in agents who are available for ACD interactions ((# available to take ACD interactions / # logged in) * 100).
Service level distribution	The percentage of interactions that entered the queue and went into an ACD-assigned state (connected to an agent) within the specified time interval.
Service level missed target	Service level missed target
Service level target	The target percentage of calls to answer within a specific number of seconds.
Total Agent Negative Score	This statistic represents the total negative score that this agent has accumulated in all interactions. This cumulative score does not include positive scores that occurred during the interactions.
Total Agent Positive Score	This statistic represents the total positive score that this agent has accumulated in all interactions. This cumulative score does not include negative scores that occurred during the interactions.
Total agents	Total number of agents in the specified workgroup. This is typically the number of users who are members of the specified workgroup on the current server and does not include members of the same workgroup on peer servers.
Total Customer Negative Score	This statistic represents the total negative cumulative score for customer interactions handled by this agent. This cumulative score does not include positive scores that occurred during the interactions.
Total Customer Positive Score	This statistic represents the total positive cumulative score for customer interactions handled by this agent. This cumulative score does not include negative scores that occurred during the interactions.
Total hold time	Total amount of time that ACD interactions were on hold.
Total talk time	Total amount of time that all agents spent on ACD interactions.
Total wait time	Total amount of time that ACD interactions waiting in the Workgroup queue before they were ACD assigned.

Note: If your organization has a license for Interaction Dialer, the Dialer statistics are also available. In order to leverage these statistics, you must create an Interaction Web Portal account associated with an IC user on a Dialer licensed IC server. Next, add that user as an Organization Administrator and log on with that account to create Dialer-based statistics panels.