Agent performance - presences

The Agent performance - presences dashboard contains basic data about agents' performance and presence. Information includes metrics about the duration of time spent in different presence states, including a comparison of Ready vs. non-Ready presence states. 

At the top of the dashboard, you can set global filters for this dashboard:

• Data range—the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to yesterday.
• Agent—the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent filter contains all agents. 
• Agent ID—the agents (identified by ID) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent ID filter contains all agents.
• Group—the group (identified by name) 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. By default, the Group filter contains all groups and displays data for all agents.
• Media manager—the origin application of the interaction. Choose from VCC (Vonage Contact Center), VBC (Vonage Business Cloud), or Salesforce. By default, the Media manager filter contains all media types.
• Media type—the communication method used in the interaction. Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types.

Ready vs. non-Ready tile

The Ready vs. non-Ready tile displays the comparison of duration of time the agents spent in Ready (Ready, Ready for Outbound, Ready (Offline)) vs. non-Ready presence states (Away, Extended Away).

The Ready vs. non-Ready tile contains the following columns:

• Agent—the name of the agent as defined in the VCC admin portal during agent creation.
• Agent ID—the unique identifier for the agent. This is the ID of 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. Ready includes the following presence state durations of time: Ready, Ready for Outbound, Ready (Offline).
• Non-Ready %—the percentage of time the agent was present in ContactPad, but was not ready to handle an interaction. Non-Ready includes the following presence state durations of time: Away, ExtendedAway.
• Total Ready duration—the total duration of time the agent was present in ContactPad and could potentially handle an interaction, in hh:mm:ss format. 
• Total non-Ready duration—the total duration of time the agent was present in ContactPad, but was not ready to handle an interaction, in hh:mm:ss format. 

Presence states duration tile

The Presence states duration tile displays the details about the duration of time spent in different presence states when being present in ContactPad. 

The Presence states duration tile contains the following columns:

• Agent—the name of the agent as defined in the VCC admin portal during agent creation.
• Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
• Ready (% and Total duration)—the percentage and total duration of time where the agent was online and could potentially handle an inbound interaction.
• Ready for outbound (% and Total duration)—the percentage and total duration of time where the agent was online and could potentially handle an outbound interaction.
• Ready (Offline) (% and Total duration)—the percentage and total duration of time when the agent was online and was not eligible for routing.
• Away (% and Total duration)—the percentage and total duration of time when the agent was in Away state.
• ExtendedAway (% and Total duration)—the percentage and total duration of time when the agent was in ExtendedAway state. 

Non-Ready states duration tile

The Non-Ready states duration tile displays details of the agent presence state of Away and ExtendedAway. Each account can have different minor presence state values, depending on the custom setup of agent states in the Configuration area in the VCC admin portal. The total duration of time and the total number of non-Ready presence states are presented in the last column of the table.

For information about configuring custom agent states, see Configuring agent states.