312 Agent Real Time State Counts Graph - voice all
Definition
Count of agents by Real-time Agent-State-Group "voice all states" (only contains logged in agents)
What ReasonCode categories are summarized in the 3 groups here can be configured in the table "t_Reason_Code_Category" in the field "Top3".
The names of agent states can be modified within table "t_Agent_State_Group". Unused agent states can be removed within table "t_Agent_State_Group_Member".
Main data source: Agent_Real_Time
Screenshots
Field description
| Field name | Description |
|---|---|
| AgentStateGroupID | ID of Agent-State-Group |
| EnterpriseName | Name of Agent-State-Group with following possible values: Available Ringing (Call presented but not yet answered) Talking ACD (Call Center call with active conversation in progress or on hold) Talking DN In (incoming direct call with active conversation in progress or on hold) Talking DN Out (outgoing direct call with active conversation in progress or on hold) Wrapup (Call in the wrap-up stage) Not Ready - Reason 1 (Not Ready with a reason of a category of group 1) Not Ready - Reason 2 (Not Ready with a reason of a category of group 2) Not Ready - Reason 3 (Not Ready with a reason of a category of group 3) Not Ready - Other (Not Ready without a reason or a reason of another category) |
| ModelID | ID of State-Model (1000) |
| ModelName | Name of State-Model (all states) |
| StateCount | Number of agents within this state |