Contact Center Real Time
The Real Time report of the Contact Center contains the following pages:
Current Inbound Tasks
This report contains all active tasks that entered the system within the last 24 hours. Active means, tasks are still in the selfservice (IVR), in the queue, ringing at an agent or connected with an agent. As soon as tasks end at agents or within the system, tasks are not active anymore and disappear from the Real Time report. Active tasks also disappear after 24 hours from the Real Time report. Use the historical report "Active Inbound Contacts by Customer" from the Data Analyst report to track all active tasks in the system.
Tasks must enter the queue stage to be treated as "Service Tasks Waiting". Tasks in the selfservice do not show up as waiting tasks. They will also be removed from the waiting stage as soon as they are connected with an agent.
Contact time represents the duration since the start time of the first task leg of a contact. This can be unlimited in the past, as long as the last task leg of this contact started within the last 24 hours.
Current Agent States
This report contains the current agent state and its counts per user and per channel type based on the highest channel activity level. The order of the activity level from highest to lowest is the following:
Talking > holding > wrapping-up > reserved > waiting > idle
Current Inbound Tasks and Agents per Queue
This report is the main report to track waiting tasks by queue and the availability of the agents for each queue. The assignment to the queue covers all routing strategies (agent/team/skill-based) configured in the system, independent from the activity time in the flow (e.g. if a team is assigned after a certain queue waiting time). The agent state per channel type with the highest activity level is displayed for each queue.
Skill assignments in the WxCC Flow are not supported for the queue assignment because no APIs are available to retrieve this information.
