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Agent Group Metrics

The following Table shows the list of all Advisors metrics retrieved for Contact Center Advisor and Workforce Advisor and maps the Advisors metrics to Stat Server metrics.

Advisors Metric Stat Server Metric Time Profile Filtered
ACWStatusTo5 Informiam.TotalNumberACW Last5Mins Yes
AnswerWaitTimeTo5 Informiam.Total_Time_To_Answer_Agents Last5Mins Yes
Avail Informiam.CurrNumberReady

Statuses

CollectorDefault No
AvgHandledCallsTalkTimeTo5 Informiam.AverTalkStatusTime Last5Mins Yes
AvgHandledCallsTimeTo5 Informiam.AverHandleStatusTime Last5Mins Yes
CallsAnsweredTo5 Informiam.CallsAnswered Last5Mins Yes
CallsHandledHalf Informiam.Calls_Received_Inbound Last30MinsGrowing Yes
CallsHandledTo5 Informiam.Calls_Received_Inbound Last5Mins Yes
CallsHandledToday Informiam.Calls_Received_Inbound OneDay Yes
CallsOfferedTo5 Informiam.CallsOffered Last5Mins Yes
HandlingF1 Informiam.CurrentNumberHandling CollectorDefault Yes
Hold Informiam.CurrNumberHoldStatuses CollectorDefault Yes
LoggedOn Informiam.CurrAgentsLoggedIn CollectorDefault No
LoggedOnTimeTo5 Informiam.Total_LoggedIn_Time Last5Mins No
LongestAvailAgent Informiam.LongestAvailAgent CollectorDefault No
NotReady Informiam.CurrNumberNotReadyStatuses CollectorDefault No
PercentUtilizationTo5 Informiam.Utilization Last5Mins No
TalkAndHoldTimeTo5 Informiam.TalkAndHoldTime Last5Mins Yes
Ready Informiam.CurrentReadyAgents CollectorDefault No
TalkingIn Informiam.Current_Calls_Inbound CollectorDefault Yes
TalkingOther Informiam.Current_Calls_Other CollectorDefault No
TalkingOut Informiam.Current_Calls_Outbound CollectorDefault No
TalkTimeHalf Informiam.Total_Talk_Time Last30MinsGrowing Yes
TalkTimeTo5 Informiam.Total_Talk_Time Last5Mins Yes
TalkTimeToday Informiam.Total_Talk_Time OneDay Yes
WorkReady Informiam.CurrNumberACWStatuses CollectorDefault No
WorkReadyTimeHalf Informiam.Total_ACW_Time Last30MinsGrowing No
WorkReadyTimeTo5 Informiam.Total_ACW_Time Last5Mins No
WorkReadyTimeToday Informiam.Total_ACW_Time OneDay No
This page was last modified on November 21, 2013, at 23:22.

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