Agent performance - presences
Overview
The Agent performance - presences dashboard presents data about agents' performance and presence. The dashboard shows:
The duration of time agents spent in different presence states.
A comparison of Ready vs. non-Ready presence states.
Filters
Name | Description | Default |
|---|---|---|
Data range | The period of time you want to analyze data for. You can choose different preset ranges or specify your own custom date range. | Yesterday |
Agent | The agents, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Agent ID | The agents, identified by ID, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Group | The group, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents assigned to the selected group or groups in the dashboard. | All groups |
Media manager | The origin application of the interaction. The available options depend on your account configuration:
| All media managers |
Media type | The communication method used in the interaction. Choose from the different media types available in your account, such as Phone, Phone Callback, and External Work. | All media types |
Tiles
Ready vs. non-Ready tile
The Ready vs. non-Ready tile displays a comparison of the time agents spent in Ready presence states (Ready, Ready for Outbound, Ready (Offline)) versus non-Ready presence states (Away, Extended away), showing the Ready and non-Ready percentages and total durations for each agent.
The Ready vs. non-Ready tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Ready % | The percentage of time the agent was present in ContactPad and could potentially handle an interaction. Includes time spent in the following presence states:
|
Non-Ready % | The percentage of time the agent was present in ContactPad but was not ready to handle an interaction. Includes time spent in the Away and Extended Away presence states. |
Total Ready duration | The total duration of time the agent was present in ContactPad and could potentially handle an interaction. Format: hh:mm:ss. Example: 05:42:00. |
Total non-Ready duration | The total duration of time the agent was present in ContactPad but was not ready to handle an interaction. Format: hh:mm:ss. Example: 01:18:00. |
Presence states duration tile
The Presence states duration tile displays the duration of time agents spent in each presence state while present in ContactPad, showing the percentage and total duration for each state per agent.
Rounding note
Small differences may occur when summarizing presence percentages due to the rounding of time calculations.
The Presence states duration tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Ready % | The percentage of time the agent was online and could potentially handle an inbound interaction. |
Ready total duration | The total duration of time the agent was online and could potentially handle an inbound interaction. Format: hh:mm:ss. Example: 01:18:00. |
Ready for Outbound % | The percentage of time the agent was online and could potentially handle an outbound interaction. |
Ready for Outbound total duration | The total duration of time the agent was online and could potentially handle an outbound interaction. Format: hh:mm:ss. Example: 01:18:00. |
Ready (Offline) % | The percentage of time the agent was online but was not eligible for routing. |
Ready (Offline) total duration | The total duration of time the agent was online but was not eligible for routing. Format: hh:mm:ss. Example: 01:18:00. |
Away % | The percentage of time the agent was in the Away state. |
Away total duration | The total duration of time the agent was in the Away state. Format: hh:mm:ss. Example: 01:18:00. |
Extended Away % | The percentage of time the agent was in the Extended Away state. |
Extended Away total duration | The total duration of time the agent was in the Extended Away state. Format: hh:mm:ss. Example: 01:18:00. |
Non-Ready states duration tile
The Non-Ready states duration tile displays the time agents spent in each minor Away and Extended Away presence state, showing the count and total duration for each minor state per agent. The columns displayed depend on the minor states configured for your account. For information about configuring custom agent states, see Configuring agent states.
Total non-Ready duration
The total duration shown in the last column of this tile corresponds to the Total non-Ready duration column in the Ready vs. non-Ready tile.
The Non-Ready states duration tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
[Minor state] count | The number of times the agent was in a particular Away or Extended Away minor state. The available minor states depend on the custom agent states configured for your account. |
[Minor state] total duration | The total duration of time the agent was in a particular Away or Extended Away minor state. Format: hh:mm:ss. Example: 01:18:00. |