You can insert the following statistics into your group report gadgets.
|
Table column |
Chart counter |
Description |
|
% Agents In Call of Logged In Agents |
% Agents In Call of Logged In Agents |
((Agents Available In Call + Agents Released In Call) / (Agents Logged In)) x 100 |
|
% Agents In Callback Call |
% Agents In Callback Call |
((Number of agents in callback call) / (Total number of agents in call)) x 100 |
|
% Agents In Internet Call |
% Agents In Internet Call |
((Number of agents in internet call) / (Total number of agents in call)) x 100 |
|
% Agents In Message Call |
% Agents In Message Call |
((Number of agents in message call) / (Total number of agents in call)) x 100 |
|
% Agents In Telephone Call |
% Agents In Telephone Call |
((Number of agents in telephone call) / (Total number of agents in call)) x 100 |
|
% Avg Current Load |
% Avg Current Load (only in trend charts) |
Average load per agent |
|
- |
Agents |
Total number of agents in the group |
|
Available |
Available |
Number of agents in the available state |
|
- |
Available In call |
Number of agents in the available in call state |
|
Avg Current Simultaneous Calls |
Avg Current Simultaneous Calls (only in trend charts) |
Average simultaneous calls per agent |
|
- |
Busy |
Number of agents in the busy state |
|
Id |
- |
Internal CCSP group ID |
|
In Call |
In Call |
Number of agents that are in call or pending call transfer |
|
In Wrap-up |
In Wrap-up |
Number of agents in the wrap-up state |
|
Logged In |
Logged in |
Number of agents logged on |
|
Name |
- |
Name of group |
|
Not logged In |
Not logged in |
Number of agents logged off |
|
On Hold |
On hold |
Number of agents in the on hold state |
|
Released |
Released |
Number of agents in the released (inactive) state |
|
- |
Released In Call |
Number of agents in the released in call state |
|
Ringing |
Ringing |
Number of agents in the ringing state |
|
Time Available |
- |
Amount of time that the agents are in the available state |
|
Time Busy |
- |
Amount of time that the agents are in the busy state |
|
Time in Call |
- |
Amount of time that the agents are in the in call state |
|
Time in Logged-in |
- |
Amount of time that the agents are in the logged-in state |
|
Time in On-hold |
- |
Amount of time that the agents are in the on-hold state |
|
Time in Released |
- |
Amount of time that the agents are in the released state |
|
Time in Ringing |
- |
Amount of time that the agents are in the ringing state |
|
Time in Wrap-up |
- |
Amount of time that the agents are in the wrap-up state |
