From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- 1 List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching and Barge-in
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Supervisor Guide
List of Skill Metrics
The table below provides detailed description of the real-time metrics that apply to individual skills associated with a selected service and can be displayed via the Skill Metrics View. Metrics are arranged in the alphabetical order.
Note the following general considerations regarding the 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
| Metric Name | Description |
| IN Active | Number of inbound interactions currently being actively handled by agents. Includes all inbound interactions in the agents’ active communications list (ACL) except the ones in the ACW phase. |
| IN Max Wait | Duration of the currently longest waiting interaction in the service queue. Includes callback requests. |
| IN Waiting | Number of inbound interactions that are currently waiting in the service queue. Includes callback requests. |
| Logged In | Number of agents who are currently logged into the system. |
| Ready | Number of agents who are currently in the Ready state. |