Agent Metrics
You can configure threshold rules for agent metrics. For each rule, specify a value that triggers the alert. Configure agent metrics as described in this table.
|
Metric |
Entity Type |
Trigger Value Type |
|---|---|---|
|
Available Agents |
Site or Team |
Count |
|
Connected Agents |
Site or Team |
Count |
|
Current Available Time |
Agent |
Duration |
|
Current Connected Time |
Agent |
Duration |
|
Current Hold Time |
Agent |
Duration |
|
Current Idle Time |
Agent |
Duration |
|
Current Wrap-up Time |
Agent |
Duration |
|
IB Average Handle Time |
Site or Team |
Duration |
|
Idle Agents |
Site or Team |
Count |
|
Not Responding Agents |
Site or Team |
Count |
|
Number of Agents in Outdial |
Site or Team |
Count |
|
Number of Logged in Agents |
Site or Team |
Count |
|
OB Average Handle Time |
Site or Team |
Duration |
|
Occupancy |
Site or Team |
Percentage |
|
Total Available Time |
Agent |
Duration |
|
Total Idle Time |
Agent |
Duration |