Advanced statistics - Modern 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:
|
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 |