Definition

How it works

Business usage

• How can a supervisor find out the number of interactions offered to an agent and how many interactions were answered, not answered, and completed during the reporting duration?
  Check the details in the Offered, Answered, Not Answered, and Completed columns.
• How can a supervisor compare the details of two or more queues?
  In the Queue Name prompt, enter the queues that you want to compare, and the report summary displays the data for the selected queues. The Queue Name prompt is optional.
• How many interactions did an agent transfer to the queue for the selected duration?
  Use the Transfer Initiated to Queue column to see the count of transfer attempts that the agent initiates. For the count of transfers that the agent successfully handles, see the number that is displayed in theTransfer Accepted From Queue column.
• Where can a supervisor get the number of abandoned interactions in the queue?
  See the Abandoned from Alerting column for the number of interactions the customer abandoned before the agent responded.
• What are the columns available in the standard report?
  For the list of available columns, see the following table:

  Columns	Description
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Active Duration	The total active duration of all the interactions over all the channels.
  Active Time	The duration the agent spent working on interactions within the reporting period in dd:hh:mm:ss format. Active Time is a calculated column derived from Active Duration.
  ACW Count	A count of interactions in active ACW state for the queue or the channel.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Answered	The number of interactions that an agent answered.
  Completed	A count of completed interactions for an agent within the reporting period.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Hold	A count of customer visible holds within the reporting period.
  Hold Duration	The amount of time the agent had put a customer interaction on hold.
  Hold Time	The duration for which the agent places the interactions on hold in dd:hh:mm:ss format.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
  Not Answered	A count of interactions offered that the agent did not answer.
  Offered	A count of interactions directed to the agent within the reporting period.
  Queue Name	The name of the queue.
  Warm Transfer to External	A count of interactions that resulted in a transfer to an external number.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
  Warm Transfer Accepted From User	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
  Warm Transfer Initiated to Queue	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.
  Consult to External	A count of interactions where an agent initiated a consultation call with a user with an external number.
  Consult to External Indicator	Indicates if an agent made an external consultation call.

• What are the columns available for customization in the report?
  For the list of available columns, see the following table:

  Columns	Descriptions
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Barged	The number of times a supervisor barged in on an agent within the reporting period.
  Barged Duration	The duration for which the supervisor barged into an interaction within the reporting period.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Completed Active Duration	The duration of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Completed Active Duration (secs)	The duration in seconds of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Conference Initiated To User	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
  Conference Accepted From User	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
  Conference Initiated To Queue	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
  Conference Accepted From Queue	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Initiated to Queue	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Accepted From Queue	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.