From Bright Pattern Documentation
Jump to: navigation, search
• 3.10 • 3.11 • 3.12 • 3.13 • 3.14 • 3.15 • 3.16 • 3.17 • 3.18

List of Skill Metrics

This section provides detailed descriptions of the real-time metrics that apply to individual skills associated with a selected service and that can be displayed via the Skill Metrics View. Metrics are arranged in alphabetical order.

Note the following general considerations regarding skill metrics:

  • Unless noted otherwise, the terms interactions in the metric descriptions shall be interpreted as interactions that requested (1) the service for which the skill metric view is displayed AND (2) the given skill within this service.
  • The term agents in the metric definitions shall be interpreted as agents who have (1) the service skill for which the skill metric view is displayed AND (2) the given skill. Note that since one service may be associated with more than one team, the agent-related skill metrics (Logged In and Ready) may include agents that you are not assigned to supervise


Skill Metric Descriptions

IN Active

IN Active provides the number of inbound interactions currently being actively handled by agents. This metric includes all inbound interactions in the agents’ Active Communications List (ACL) except the ones in the ACW phase.


IN Max Wait

IN Max Wait provides the duration of the currently longest waiting interaction in the service queue. This metric includes callback requests.


IN Waiting

IN Waiting provides the number of inbound interactions that are currently waiting in the service queue. This metric includes callback requests.


Logged In

Logged In provides the number of agents who are currently logged into the system.


Ready

Ready provides the number of agents who are currently in the Ready state.


< Previous | Next >
< Previous | Next >