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Agent Task Dashboard

This page describes how you can use the Task Routing > Agent Task Dashboard to view detailed information about how each agent's active time was used when handling interactions routed by Genesys Task Routing (GTR).

Important
This report is available on request; and depends on data provided by other Genesys components that may not be ready for you to use at this time. Check with your administrator to see if your environment is configured to run this report.

Understanding the Agent Task Dashboard

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This dashboard comprises two tabs:

  • Agent Utilization — This tab provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other) for a workitem media type, fully accounting for the agent's interaction time (time spent handling interactions).
    Use this information to understand how much of agent total active time was spent in each state. The report tracks a wide range of metrics, broken down based on both the amount and percentage of active time spent in each state.
  • Agent Summary Activity — This tab provides details about agent activity when handling email, including, for each agent, the average time to handle an interaction, the number of offered task interactions, the number rejected, and the number and percentage of accepted and transferred interactions.
    Use this information to understand each agent's efficiency in handling interactions, and to compare various related metrics for different agents.

To get a better idea of what this dashboard looks like, view sample output from the dashboard:
SampleTaskRoutingAgentDashboard.pdf

The following tables explain the prompts you can select when you generate the dashboard, and the metrics that are represented in the dashboard:

Prompts for the Agent Task Dashboard

Prompt Description
Pre-set Date Filter From the list, choose a time period on which to report, and move it to the Selected list.
Start Date Choose the first day from which to gather report data.
End Date Choose the last day from which to gather report data.
Agent Group Optionally, select one or more agent groups to include in the dashboard.
Agent Optionally, select one or more agents to include in the dashboard.
Tenant For multi-tenant environments, optionally select the tenant(s) for which to include data in the dashboard.

Attributes used in the Agent Task Dashboard

Attribute Description
Agent Group This attribute enables data to be organized by certain attributes of the agent group associated with the interaction.
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Agent Task Dashboard

The Task Routing Agent Dashboard is divided into two tabs:

  • Agent Summary Activity
  • Agent Utilization
Metric Description 'Metric' source
Agent Summary Activity
Offered The total number of email interactions that were received or initiated by an agent.

The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AG2_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-IDIXN] section.

Avg Handle Time (Fmt) The average amount of time (HH:MM:SS) that this agent spent handling interactions that the agent received.

This metric is computed as handle time divided by the sum of accepted interactions and received consultations.

Accepted The total number of email interactions or warm consultations that were accepted, answered, pulled, or initiated by the agent.
% Accepted Of the email interactions offered to agents, the percentage that were accepted.
Rejected The total number of email interactions that alerted at the agent and were not accepted.
% Rejected Of the email interactions that alerted at the agent, the percentage that were not accepted.
Transfer Initiated Agent The total number of email interactions that agents transferred.

Both warm and blind transfers are reflected in this metric.

% Transfer Initiated Agent The percentage of email interactions that agents transferred.

Both warm and blind transfers are reflected in this metric.

Agent Utilization
% Occupancy The percentage of time that this agent’s state was Busy within the interval, relative to the total duration within the interval of the agent’s active session on a particular media channel.

This metric reflects the percentage of time that agents actually spent handling interactions against their available or idle time.

This metric is computed as active time minus ready and not-ready time divided by the difference of active and not-ready time.
Active Time (Fmt) The total amount of time (HH:MM:SS) attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel. In the scenario in which an agent logs into multiple switches, DNs, and/or queues, this metric starts at the moment at which the agent logs in to the first switch/DN/queue (if this login falls within the interval) and ends at the moment at which the agent is no longer logged in to any switch/DN/queue (if logout falls within the interval).

Note: If the agent is not forcibly logged out when the calendar day ends, login duration is split over both days.

% Active Time The percentage of time (always 100%). Calculated as [% Ready Time] + [% Not Ready Time] + [% Busy Time].
Ready Time (Fmt) The total amount of time (HH:MM:SS) that this agent was in the Ready state for a particular media type.
% Ready Time The percentage of time within the interval that this agent’s state was Ready, relative to the total duration within the interval of the agent’s active session on a particular media channel.
Not Ready Time (Fmt) The total amount of time (HH:MM:SS) within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
% Not Ready Time The percentage of time within the interval that this agent’s state was NotReady, relative to the total duration within the interval of the agent’s active session on a particular media channel.
Busy Time (Fmt) The total duration (HH:MM:SS) of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work.
% Busy Time The percentage of time of all interaction-processing activities.
This page was last modified on December 21, 2018, at 11:04.

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