Queues Agents Detail view


前提条件

The following permissions:

  • Analytics > Conversation Aggregate > View
  • AnalyticsData Export All
  • Directory > User > View
  • Routing > Queue > View
  • UI > Supervisor Agent Details > View
  • UI > Supervisor Queue Details > View

The Queues Agents Detail view allows you to view a summary of metrics related to agents who are a member of a particular queue. This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh 

View and work with the Queues Agents Detail view:

  1. Click Performance > Queues Performance.
  2. From the Queues Performance Summary view, select a queue. 
  3. From the Queues Performance Detail view, click the Agents tab. 
  4. To view both active and inactive agents in the Queues Agents Detail view at the same time, click the (Inactive) link at the bottom of the view. To hide the inactive agents again, click (Hide inactive).
  5. To view more information about an agent, click the agent’s name to open that agent’s performance detail view.
  6. To save the view with your filter and column settings, click Save .
  7. To export the data in the view, click Export
    Note: The export does not include data in the real-time metrics columns. For more information about the real-time metrics columns, see the Available metrics section in this article.

Activate and deactivate agents for a queue

In the Queues Agents Detail view, you can activate and deactivate agents who are already members of that queue. While On Queue, agents receive interactions for the activated queues to which they belong. Agents can also activate and deactivate their queues.


  1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
  2. In the inactive agent’s row, click More .
  3. [アクティブ] をクリックします。
  4. To see the changes, reload the page.


  1. In the agent’s row, click More .
  2. Click Deactivate.
  3. To see the changes, reload the page. 


Note: To activate a queue for an agent, the agent must be a member of that queue. For more information about making an agent a member of a queue, see Assign queues to an agent or Edit queue membership in Edit or delete queues

ビューをカスタマイズする

Customize the Queues Agents Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. 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.

Note: The real-time metric columns always show current data, even if you select a past date. See the Available metrics section in this article for a list of the real-time metrics in this view.

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 filter by media type, click a media type.Media type filter


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

To rearrange columns, click a column header and drag it.


Enter names of users you want to view in the Search for users field. PureCloud automatically shows matches.

To view and search for inactive agents, click the (Inactive) link at the bottom of the view. The Search for users field then searches through both active and inactive agents. 


To filter by information about the interaction, click the Filter button. Filter button

Interactions filters

Filter 説明
キュー

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

スキル

Displays metrics for interactions with agents who have the selected skills. 

Filter for multiple skills at one time by entering other skills and searching again.

言語

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.

Wrap-up

Displays metrics for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

方向 Displays metrics for interactions of the selected directions.
Initial Direction

Displays information about interactions with the selected initial direction.

Message Type Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all of message types.

メモ:

  • Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the  Refresh icon.
  • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see ACD スキルの管理.
  • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.


To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter 説明
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   

Available columns

Your customizations determine which metric columns the view shows.


Real-time metrics

These metrics update continually and always display current data, even if you select a date from the past.

Real-time metric 説明
プレゼンス Displays a colored dot related to the agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators
ステータスでの時間 The amount of time an agent has been in their current status.
ステータス The agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators
セカンダリ ステータス The agent’s current secondary status. For more information, see Presence, status, and activity indicators overview and Secondary status overview.
Time in Routing Status The amount of time an agent has been in their current routing status.
Routing Status

A routing status is set by the system when an agent is on queue, and is based on the agent's current activity. Users cannot directly change routing statuses. For example, the system automatically places agents in the Not Responding status if they do not pick up an interaction within the timeout you have set for the queue. Routing statuses include: Off Queue, Interacting, Idle, and Not Responding. For more information, see Agent presence, status, and activity indicators.

スキル The current skills assigned to an agent. For more information, see User skills overview.

Metrics

These metrics represent data for the dates you selected for the view. 

メトリック 説明
応答数

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Handle

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

平均通話時間

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.

平均保留時間

インタラクションが保留された平均秒数です。

計算方式:合計保留時間 / インタラクションの保留数

平均 ACW 時間

エージェントが後処理に費やした平均時間。

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 

Avg Dialing
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
Avg Contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)

Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total Talk

Amount of time spent interacting on a media type.

Total Hold

すべてのインタラクションの合計保留時間です。

 
Total ACW

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
Note: ACW for callback interactions is always zero. 

Total Dialing

The total amount of time an outbound interaction spends dialing a contact.

Total Contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

保留

The number of interactions with holds.

転送数

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Alert – No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

Total Alert – No Answer

The total number of seconds PureCloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Alert

The number of times agents receive an alert for interactions. 

Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction. 

Division

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