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
- List of Skill Metrics
- Agent Metrics View
- 1 List of Agent Metrics
- 1.1 Active
- 1.2 Agent Login Time
- 1.3 Agent State
- 1.4 Avg Idle Time
- 1.5 Avg Preview Time
- 1.6 Avg Reply Time
- 1.7 Hold
- 1.8 IN Active
- 1.9 IN Breached SLA
- 1.10 IN Carried Over
- 1.11 IN Closed
- 1.12 IN Desktop
- 1.13 IN Handled
- 1.14 IN Handled New
- 1.15 IN Offered
- 1.16 IN Pulled
- 1.17 IN Rejected
- 1.18 IN Replied
- 1.19 IN Svc Changes
- 1.20 IN Transferred
- 1.21 Interaction
- 1.22 OUT Agent Disconnected
- 1.23 OUT Desktop
- 1.24 OUT Discarded
- 1.25 OUT Handled
- 1.26 OUT Rejected
- 1.27 OUT Remote Disconnected
- 1.28 OUT Transferred
- 1.29 Occupancy
- 1.30 Preview Duration
- 1.31 Previewed
- 1.32 Rec
- 1.33 Service
- 1.34 Skipped
- 1.35 Skipped %
- 1.36 Talk
- 1.37 Time in State
- 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 My Queues (Personal Email Queues)
List of Agent Metrics
This section provides detailed descriptions of the real-time metrics that apply to agents and can be displayed via the Agent Metrics View. Metrics are arranged in alphabetical order.
Active
The Active metric provides the number of interactions that are currently being actively handled by the agent. This metric includes all interactions in the agents’ Active Communications List (ACL), including the ones in the ACW stage. Emails in agents’ My Queues are not considered active and are not included in this count.
If an agent has more than one active interaction, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are currently being handled by this agent.
Note that in earlier versions of Bright Pattern Contact Center, the related metrics used to be called # Calls and # Chats, and email My Queue used to be called Personal Queue.
Agent Login Time
Agent Login Time shows how much time has elapsed since the moment that the agent logged on to the system.
Agent State
Agent State displays the current agent state in text form. For the Not Ready state, this metric includes the reason for not being ready, if available. Note that the same information is shown as an icon preceding agent’s name. Agent states and icons are explained in detail in the Bright Pattern Contact Center Agent Guide, section Understanding and Handling Your States.
Avg Idle Time
Avg Idle Time provides the average time that the agent has spent in the Ready state in between handling of service interactions.
Avg Preview Time
Avg Preview Time provides the average time that the agent has reviewed records of previewed outbound campaigns, from the moment the preview record was accepted by the agent and until it was either dialed or skipped.
Avg Reply Time
Avg Reply Time provides the average time between email arrival in the agent's My Queue and the moment when the first meaningful reply leaves the agent's My Queue.
Hold
- For calls, Hold provides the total time that the agent has had the current call on hold.
- For emails and chats, Hold provides the total time that the agent has had the current interaction out of focus.
- If the agent is handling multiple interactions, the displayed Hold value relates to the interaction that is currently selected in the agent's Active Communications List.
IN Active
IN Active provides the number of active inbound interactions for this agent. For more information, see the description of the Active agent metric.
IN Breached SLA
IN Breached SLA provides the number of inbound emails in the agent’s My Queue that have breached SLA (i.e., whose total processing time since arrival has exceeded the predefined service level threshold).
IN Carried Over
IN Carried Over provides the number of emails that were delivered to this agent by any method at any time before the reset time and that remained unprocessed at the reset time.
IN Closed
IN Closed provides the number of inbound emails that the agent has closed without reply.
IN Desktop
IN Desktop provides the number of inbound emails currently saved in the agent's My Queue.
IN Handled
IN Handled provides the number of inbound interactions that have been handled and completed by the agent.
For emails, this metric includes values for the following metrics:
- IN Replied
- IN Closed
- IN Transferred
- IN Svc Changed
IN Handled New
This metric applies to emails only and counts only new emails that have been handled by the agent (emails related to existing email threads are excluded).
IN Offered
IN Offered provides the number of inbound emails that have been pushed to the agent.
IN Pulled
IN Pulled provides the number of inbound emails that the agent has pulled from the service queues.
IN Rejected
IN Rejected provides the number of inbound interactions that have been either rejected or unanswered by the agent.
For emails, this metric includes inbound emails that were pushed to the agent and not accepted (returned to queue or transferring agent). It does not include emails that were accepted using the Postpone button.
IN Replied
IN Replied provides the number of inbound emails that the agent has replied to. Note that this metric counts only the first meaningful reply. Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted by the OUT Handled metric.
IN Svc Changes
IN Svc Changes provides the number of inbound emails that the agent has recategorized (i.e., associated with another service). Note that this metric counts only the emails that the agent continues to process after recategorizing them. Recategorized emails that are transferred to another resource are counted by the IN Transferred metric.
IN Transferred
IN Transferred provides the number of inbound emails that the agent has transferred, including transfers to queues and direct transfers to other agents. This metric does not include IN Svc Changed.
Interaction
Interaction provides the remote party’s name (if known) for the interaction that the agent is currently handling.
If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List. See also the description of metric Active above.
OUT Agent Disconnected
OUT Agent Disconnected provides the number of outbound interactions handled by this agent that have been terminated by the agent. This metric does not apply to email.
OUT Desktop
OUT Desktop provides the number of outbound emails currently saved in the agent's My Queue.
OUT Discarded
OUT Discarded provides the number of outbound emails that the agent has started and subsequently discarded (deleted without being sent). Outbound emails include unsolicited emails and possible follow-up email messages related to previously replied to emails.
OUT Handled
OUT Handled provides the number of outbound interactions that have been handled and completed by the agent.
For emails, this metric includes both new outbound emails and possible follow-up email messages related to existing email threads.
OUT Rejected
OUT Rejected provides the number of predictive outbound calls that have been either rejected or unanswered by the agent.
OUT Remote Disconnected
OUT Remote Disconnected provides the number of outbound interactions handled by this agent that have been terminated by the remote party. Note that this metric does not apply to email.
OUT Transferred
OUT Transferred provides the number of outbound interactions that the agent has transferred.
Occupancy
Occupancy provides the percentage of time that the agent has spent handling interactions (including the preview time and After Call Work) relative to the agent's total working time (i.e., the time that the agents have spent handling interactions and being Ready to handle interactions).
Preview Duration
Preview Duration provides the time elapsed since the current preview record was opened by the agent.
Previewed
Previewed shows the number of preview records handled by the agent, including both dialed and skipped records.
Rec
Rec indicates whether the currently active call is being recorded.
Service
Service provides the name of the service associated with the interaction that the agent is currently handling.
If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.
Skipped
Skipped provides the number of preview records skipped by the agent.
Skipped %
Skipped % provides the percentage of Skipped records relative to Previewed.
Talk
- For calls, Talk provides the total time that the agent has spent talking on the current call. This metric excludes hold time.
- For emails and chats, total time that the agent has had the current interaction in focus.
If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.
Time in State
Time in State provides the time elapsed since the last agent’s state change.