Agents Status Summary view


前提条件

The following permissions: 

  • AnalyticsData Export All
  • Analytics > User Aggregate > View
  • Directory > User > View
  •  UISupervisor Agent Details > View 

The Agent Status Summary view displays real-time information about agents’ statuses, including the length of time agents stay in each status. Its real-time columns always display current status data for agents, even if you use the date filter to show historical data in the other columns.

To view the Agent Status Summary view:

  1. Click PerformanceAgents
  2. Click the Status Summary tab. 
  3. To see the most current data, click Refresh . This view updates automatically. Data in the columns updates when agents leave a status.
  4. To save the view with your filter and column settings, click Save .
  5. To see the agent’s Status Summary detail view, click an agent’s name.
  6. To access the other Agents Performance views, click the tabs. 
    Note: Each view has its own permissions. For permission requirements, see each view’s article.

ビューをカスタマイズする

Customize the Agents Status Summary view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Filter by users to populate the summary row with aggregate data about those users.


To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

アイコン Time Period オプション
Queues performance day icon

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval



To show or hide columns, click and then select the columns you want to view. 

The Agents Status Summary view displays certain columns together as groups. To rearrange columns groups, click a column group header and drag it.

To reorder columns within the column groups:

  1. Click +
  2. In the Table Columns, pane, hover over the table column header name you want to move.
  3. Click the up or down arrowsReorder columns


Enter names of users you want to view in the Filter by user(s) field. Select the user from the search results.

To see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users. 

To view aggregate data about a group of selected users, click View as group. PureCloud displays the Agents Status Summary Detail view with aggregate data for the users you selected.

Available columns

Your customizations determine which metric columns the view shows.


Real-time columns

 These columns always show current, real-time data, even if you use the date filter to show historical data. 

説明
ステータスでの時間 The amount of time agents have been in their current primary status.
ステータス The current primary status of an agent, such as Available, Away, or Busy.
セカンダリ ステータス The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 
Time in Routing Status The amount of time agents have been in their current routing status.
Routing Status The current routing status of an agent.
スキル The routing skills and languages assigned to an agent. 

Historical data columns

These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data. 

説明
説明
ログイン

The total amount of time a user is logged in for the specified period.

キュー中

The On Queue metric represents the number of agents that are on queue for a specific queue.

待機状態

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. 

応答なし

The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

キュー準備中

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number.

応答可能

一定期間内に応答可能ステータスで費やした時間を表示します。

取り込み中

一定期間内に取り込み中ステータスで費やした時間を表示します。

離席中

The time spent during the specified period in the Away status when the user sets their status to Away.

Note: If PureCloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column. 

会議

The time spent in the Meeting status for the specified period.

休憩中

一定期間内に休憩中ステータスで費やした時間を表示します。

食事中

一定期間内に食事中ステータスで費やした時間を表示します。

トレーニング中

一定期間内にトレーニング中 ステータスで費やした時間を表示します。

非ACD通話

エージェントは非 ACD コール中ですが、エージェントの使用率とコール ルーティングとの関連で、PureCloud は非 ACD コールを ACD コールのように取り扱います。例えば、管理者はエージェントの使用率を設定し、PureCloud が ACD または非 ACD コール中のエージェントに新たなインタラクションをルーティングしないようにできます。このステータスは、管理者がエージェントの使用率を設定した際に「非 ACD 通話を含む」を選択した場合にのみ表示されます。

インタラクション中

The time that the agent was handling interactions.

Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control

System Away

The time spent during the specified period in the Away status when PureCloud automatically sets the user's status to Away due to inactivity.

Note: If users manually set their status to Away, then this view displays that time in the Away column.