Advanced Statistics view - Classic Display

Use the filters in the Advanced Statistics to only retrieve performance statistics that are relevant to your skill or to compare personal and queue performance in general.

Behavior

Item

Description

Personal / Queue

Shows if this row is relates to personal performance or queue performance.

Modality

Shows if this row is related to calls, chats, emails or other.

Skill

Name of the Skill the row is related to

Active time

Queue: The sum of the ActiveTime(s) of the Agents associated with a given Skill

Personal: The ActiveTime of a specific Agent within the Skill. ​

An Agent is considered active in a Queue if and only if:

  • The Agent is Active (i.e., explicitly active if formal, or always active otherwise)

  • The Agent is assigned the Skill related to the Queue

  • And any of:

    • The Agent is Available;

    • The Agent is handling a Dialogue for the specific Queue;

    • The Agent is in Discharge

Accepted

Queue: The number of conversation accepted within the Skill. (The number of conversations accepted within SLA)

Personal: The number of conversation accepted by the specific Agent within the Skill ​ (The number of conversations accepted within SLA)

Missed

Queue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time)

Personal: The number of hunts missed by the specific Agent within the Skill ​ (The number of hunts missed by the specific Agent within quickdrop time)

AHT

Queue: Initial Talk time + Discharge duration within the Skill.

Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.

SLA

Queue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the Skill

Personal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the Skill