Configuring Statistics for Activities

Important

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Use the Activities Statistics pane to associate statistics with selected activities. When you define a statistic, you tell WFM which statistics and which objects to monitor for each activity.

Some activities may require multiple statistics definitions, for example, you may have to define statistics for each queue or group that performs this activity.

Add and delete statistics for activities using the procedures in this topic.

Adding Statistics to Activities

To add statistics to an activity:

1. Select the Site that contains the activities you want to associate with statistics.
2. In the Activities Properties pane, select Statistics.
3. In the Activity Statistics pane, click Add Statistics Information to activity .
4. In the Statistic Type pane, configure the statistics. See Recommended Statistics Settings.
   Important

   The Statistics section displays different statistic, depending on the Type/Object combination you choose. Statistic types are predefined and not all statistics types apply to all activity types.

   Fixed staff activities do not use statistics. Therefore, if you select an activity of type Fixed-Staff Work, the Statistics pane is not displayed.

   After the Type and Object are selected, the drop-down lists are enabled and you can choose statistics from the list. For a description of all of the Types, Objects, Statistics, and Filter, see Statistics Properties.
5. Select a Filter, if necessary.
   Filters are used in multi skilled contact centers to further clarify the object to be monitored.
6. Select the Time Range(s) for Quality of Service statistics. You can select one or two time ranges.
7. Check the Flexible configuration mode check box, if applicable.
   Tip

   This option is not available for Abandonment Volume statistics.
8. Check the Use as average check box, if applicable.
9. Click Apply .
10. After the statistic appears in the Activity Statistics pane, click Save Now .
    The selected statistic is now associated with the activity.
11. To add additional statistics to this same activity, click Add Statistics Information to activity and continue with steps 3-7 in this procedure.

Recommended Statistics Settings

The Statistics Option names in this table are suggested. Use Configuration Manager to open the Stat Server application, where you can set the names for these options and the values for their objects.

Statistics Types	Statistics Options	Available Objects
Interaction Volumne	TotalNumberCallsEntered (or WFMTotalNumberCallsEntered)	Queue, Interaction Queue, Routing Point, Group of Queues, and Group of Routing Points
Abandonment Volumne	TotalNumberCallsAband (or WFMTotalNumberCallsAband), TotalNumberShortAbandons, TimeRange	Queue, Interaction Queue, Routing Point, Group of Queues, and Group of Routing Points
Quality of Service	ServiceFactor1 (or WFMServiceFactor1), AverTimeBeforeAnswering (or WFMAverTimeBeforeAnswering), TotalNumberCallsDistrib (or WFMTotalNumberCallsDistrib)	Queue, Interaction Queue, Routing Point, Group of Queues, and Group of Routing Points
Handle Time	TotalNumberCallsHandled (or WFMTotalNumberCallsHandled), TotalHandleTime (or WFMTotalHandleTime)	Group of Agents, Group of Places
Backlog	EmailsWaitingInQueue (or WFMEmailsWaitingInQueue)	Queue, Interaction Queue, Routing Point, Group of Queues, and Group of Routing Points

Tip

Statistics for the multimedia interaction queue depend on the interaction type (for example, the e-mail, chat, backlog and open media types will have different statistics).

Deleting Statistics from Activities

To edit statistics associated with an activity:

1. In the Activities Statistics pane, select statistic you want to delete.
2. Click Remove Statistics Information from activity .
3. When the Confirmation dialog appears, select Yes to proceed or No to cancel the action.
4. Click Save Now .