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Total Waiting

In Premier Edition Cloud, the total amount of time calls spend waiting in the ACD queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Maximum Wait Time

In Premier Edition Cloud, the longest waiting time spent by a call currently waiting in a queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Handling Time

The amount of time that an agent spends in talk time and After Call Work (ACW) while handling a transaction.

In Premier Edition Cloud, the following formula is used:

Total talk (ACD) time + Total hold time + wrap-up (ACW) time



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Average Waiting Time

In Outbound Contact Solution, a dialing optimization factor that is used to reduce the amount of time between calls.

In Premier Edition Cloud, also known as an AWT. The average amount of time that it takes for an incoming interaction to be distributed to an agent for all calls currently waiting in a specific queue. [+] Formula


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Missed Calls

In Premier Edition Cloud, a count of unique calls that were not answered by at least one agent. The following conditions apply:

  • if the agent rejects the call then it is counted as a missed call.
  • if the same call is missed twice, it's still counted as one missed call.
  • if a caller hangs up while an agent's phone is ringing then it's not counted as a missed call.
  • a Redirected on No Answer (RONA) call is counted the same as a missed call.
  • if a call is missed by the first agent and then answered by a second agent, then the call is counted as both an answered call as well as a missed call.


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Maximum Wait Time

In Premier Edition Cloud, the longest waiting time spent by a call waiting in a queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Longest Idle

In Premier Edition Cloud, a statistic that provides the longest time (amongst all agents that are logged in) that any agent with a specific skill was in the Ready status.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Calls Waiting

In Premier Edition Cloud, a statistic that provides the current number of calls waiting for a specific queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Average Waiting Time

In Outbound Contact Solution, a dialing optimization factor that is used to reduce the amount of time between calls.

In Premier Edition Cloud, also known as an AWT. The average amount of time that it takes for an incoming interaction to be distributed to an agent for all calls currently waiting in a specific queue. [+] Formula


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Average Handle Time

Also known as AHT. The average amount of time an agent takes to respond to incoming interactions.

Known as Average Handling Time in Premier Edition Cloud, this is the average amount of time an agent takes to handle a call for this day. This statistic is counted for the day. The following is a list of valid agent activities for this state:

  • Consult Call
  • Internal Call
  • Outbound Call
  • Inbound Call
  • After Call Work
  • Inbound Call On Hold
  • Outbound Call On Hold


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Maximum Wait Time

In Premier Edition Cloud, the longest waiting time spent by a call waiting in a queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Current Calls Waiting

In Premier Edition Cloud, a statistic that provides the current number of calls waiting for a specific queue.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Average Waiting Time

In Outbound Contact Solution, a dialing optimization factor that is used to reduce the amount of time between calls.

In Premier Edition Cloud, also known as an AWT. The average amount of time that it takes for an incoming interaction to be distributed to an agent for all calls currently waiting in a specific queue. [+] Formula


Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Thresholds

You can use the Thresholds view to set alerts for queues, skills, and eServices (chat and email) widgets. These alert thresholds allow administrators to control when an alert is displayed in the Dashboard view. An alert is triggered when the value is greater than (>) or equal (=) to the threshold.

VCC273 Dashboard Thresholds.png
Important
  • The Service Levels for queues and skills are still configured in the Service Level tab. If the Service Level's value is lower than the defined threshold, an alert icon displays beside the Service Level for that respective widget in the Dashboard view.
  • You must enter a value for a threshold before you can activate it.
  • In the Dashboard view, you can hover over a threshold alert to view more details.

How do I configure Queue thresholds?

You can configure Queue thresholds by clicking the Queues tab in the Thresholds view.

Queue thresholds can be configured by toggling the Activate button for each of the following statistics:

How do I configure Skill thresholds?

You can configure Skill thresholds by clicking the Skills tab in the Thresholds view.

Skill thresholds can be configured by toggling the Activate button for each of the following statistics:

How do I configure eServices thresholds?

You can configure eServices (chat and email) thresholds by clicking the eServices tab in the Thresholds view.

eServices thresholds can be configured by toggling the Activate button for each of the following statistics:

Example

In the first graphic, the Calls Waiting threshold for the English skill is set to 2.

VCC273 Dashboard Thresholds Example1.png

The second graphic shows how this threshold appears in the Dashboard view.

VCC273 Dashboard Thresholds Example2.png

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This page was last modified on June 30, 2017, at 03:34.