418 Team Real Time State Counts media consolidated
Definition
This report shows the count of the real-time agent statuses incl. NotReadyReasonCode categories per team consolidated over the medias Voice, Chat and Email for the "most active" media.
Main data source: Agent_Real_Time
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| TeamID | ID of agent team | |
| TeamName | Name of agent team | |
| TeamDescription | Description of agent team | |
| LoggedOut | Number of logged out agents | |
| LoggedIn | Number of logged in agents | |
| NotReady | Number of agents into Not Ready state | NotReadyVoice + NotReadyChat + NotReadyEmail |
| PerNotReady | Percentage of agents into Not Ready state | NotReady / LoggedIn |
| Ready | Number of agents that are logged in and not Not Ready | LoggedIn - NotReady |
| PerReady | Percentage of agents that are logged in and not Not Ready | Ready / LoggedIn |
| Available | Number of agents in Ready state and waiting for calls | AvailableVoice + AvailableChat + AvailableEmail |
| PerAvailable | Percentage of agents in Ready state and waiting for calls | Available / LoggedIn |
| RingActive | Number of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | RingingVoice + RingingChat + RingingEmail + TalkingACD + TalkingOutbound + TalkingDNIn + TalkingDNOut + TalkingChat + TalkingEmail + HoldACD + HoldOutbound + HoldDNIn + HoldDNOut + HoldChat + HoldEmail + WrapupACD + WrapupOutbound + WrapupDNIn + WrapupDNOut + WrapupChat + WrapupEmail |
| PerRingActive | Percentage of agents where a call or a Media Routing task is presented but not yet answered or with a Call Center call, Media Routing task, Outbound call or direct call in active conversation, on hold or in wrap-up-stage | RingActive / LoggedIn |
| ReasonCount_0 | Number of agents that are Not Ready without any or without mapped NotReadyReasonCode | |
| PerReasonCount_0 | Percentage of agents that are Not Ready without any or without mapped NotReadyReasonCode | ReasonCount_0 / NotReady |
| Reason_1 | Name of NotReadyReasonCode category [1] ("Reason_1" if no code has been mapped) | |
| ReasonCount_1 | Number of agents "Not Ready" for NotReadyReasonCode category [1] | |
| PerReasonCount_1 | Percentage of agents "Not Ready" for NotReadyReasonCode category [1] | ReasonCount_1 / NotReady |
| Reason_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| ReasonCount_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | |
| PerReasonCount_2 - 19 | Identical datafield for NotReadyReasonCode categories [2]-[19] | ReasonCount_2 - 19 / NotReady |
| Reason_20 | Name of NotReadyReasonCode category [20] ("Reason_20" if no code has been mapped) | |
| ReasonCount_20 | Number of agents "Not Ready" for NotReadyReasonCode category [20] | |
| PerReasonCount_20 | Percentage of agents "Not Ready" for NotReadyReasonCode category [20] | ReasonCount_20 / NotReady |
| Ringing | Number of agents where a call or a Media Routing task is presented but not yet answered | RingingVoice + RingingChat + RingingEmail |
| Talk | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in active conversation | TalkingACD + TalkingOutbound + TalkingDNIn + TalkingDNOut + TalkingChat + TalkingEmail |
| Hold | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call on hold | HoldACD + HoldOutbound + HoldDNIn + HoldDNOut + HoldChat + HoldEmail |
| Wrapup | Number of agents with a Call Center call, Media Routing task, Outbound call or direct call in wrap-up stage | WrapupACD + WrapupOutbound + WrapupDNIn + WrapupDNOut + WrapupChat + WrapupEmail |
| NotReadyVoice | Number of agents in state "Not Ready" for calls | |
| NotReadyChat | Number of agents in state "Not Ready" for Chat | |
| NotReadyEmail | Number of agents in state "Not Ready" for Email | |
| AvailableVoice | Number of agents in Ready state and waiting for calls | |
| AvailableChat | Number of agents in Ready state and waiting for Chat Tasks | |
| AvailableEmail | Number of agents in Ready state and waiting for Email Tasks | |
| RingingVoice | Number of agents where a call is presented but not yet answered | |
| RingingChat | Number of agents where a Chat task is presented but not yet answered | |
| RingingEmail | Number of agents where an Email task is presented but not yet answered | |
| TalkingACD | Number of agents with a Call Center call in active conversation | |
| TalkingOutbound | Number of agents reserved for Outbound, call in active conversation | |
| TalkingDNIn | Number of agents with an incoming direct call in active conversation | |
| TalkingDNOut | Number of agents with an outgoing direct call in active conversation | |
| TalkingChat | Number of agents with a Chat task in active handling | |
| TalkingEmail | Number of agents with an Email task in active handling | |
| HoldACD | Number of agents with a Call Center call on hold | |
| HoldOutbound | Number of agents with an Outbound call on hold | |
| HoldDNIn | Number of agents with an incoming direct call on hold | |
| HoldDNOut | Number of agents with an outgoing direct call on hold | |
| HoldChat | Number of agents with a Chat task on hold | |
| HoldEmail | Number of agents with an Email task on hold | |
| WrapupACD | Number of agents with a Call Center call in wrap-up stage | |
| WrapupOutbound | Number of agents with an Outbound call in wrap-up stage | |
| WrapupDNIn | Number of agents with an incoming direct call in wrap-up stage | |
| WrapupDNOut | Number of agents with an outgoing direct call in wrap-up stage | |
| WrapupChat | Number of agents with a Chat task in wrap-up stage | |
| WrapupEmail | Number of agents with an Email task in wrap-up stage |