Agent statistics charts

Last Updated : Jun 02, 2022 |
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The Agent Statistics area in the Staffed Agents dashboard displays real-time information about the staffed agents in the following charts:

Call State

Displays the following call states in a doughnut chart:
  • Talking
  • Wrap-up
  • Preview
  • Idle
  • Other
The Call State chart is dynamically updated as per the filtered agents.
The agent counts are displayed alongside the states.
You can click and toggle a legend representing a call state to include or exclude the call state from the chart.

Agent State

Displays the agent state in a doughnut graph:
  • Busy
  • Not Ready
  • Ready
  • Other
Agent state chart is dynamically updated as per the filtered agents.
The agent counts are displayed alongside the states.
You can click and toggle a legend representing an agent state to include or exclude the agent state from the chart.

Agent Job State

Displays the job state in a doughnut graph:
  • Attached
  • Detached
  • Inbound
  • Other
Agent job state chart is dynamically updated as per the filtered agents.
The agent counts are displayed alongside the states.
You can click and toggle an agent job state to include or exclude the state from the chart.

Acquire State

Displays the agent acquire state in a doughnut graph:
  • Acquired
  • Not Acquired
Acquire state chart is dynamically updated as per the filtered agents.
The agent counts are displayed alongside the states.
You can click and toggle an acquire state to include or exclude the state from the chart.