- Supervisor Guide Introduction
- AudienceStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- My Grades
- CasesViewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric AlertsActive Agent Management
- Changing Agent State
- Individual Chat
- Group Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementManaging Calendar Events
- Working With Agent Calendars
- How to Reassign an Event
- How to Reassign All of an Agent’s Events to Another Agent 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 TeamsEmail Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
- 1.1 AACW (Avg ACW Time)
- 1.2 CH (IN Handled)
- 1.3 CM (OUT Dialed)
- 1.4 CR (OUT Call Rate)
- 1.5 CRA (OUT Routed)
- 1.6 CT (IN Transferred)
- 1.7 Dispositions
- 1.8 HR (Call Handling Rate Per Hour)
- 1.9 OCH (OUT Handled)
- 1.10 Q (IN Waiting)
- 1.11 RR (Lists Remaining)
- 1.12 Service Name
- 1.13 SLA (IN Svc Level %)
- 1.14 SR (My Success Rate)
- 1.15 TR (My Team Team Success Rate)
- 1.16 WT (IN Max Wait)
- 1.17 Additional Dashboard Statistics
List of Dashboard Metrics
The Dashboard uses real-time metrics to help agents and supervisors easily monitor important areas of work. Dashboard metric names are displayed above Agent Desktop's Context Information Area as abbreviations. The following is a list of these abbreviations, their corresponding metric names in parenthesis, and their definitions. For a list and definitions of all real-time metrics, see List of All Real-Time Metrics.
Please note: The abbreviations listed here can be renamed by your administrator, including Dispositions and Service Names. The following metrics abbreviations are the default abbreviations. If you see an abbreviation in your version of Agent Desktop not listed here, please contact your administrator for the correct definition.
AACW (Avg ACW Time)
AACW is the average daily time agents spend handling after-call work (ACW).
CH (IN Handled)
CH is the number of inbound interactions that have been handled and completed by agents for the day.
CM (OUT Dialed)
CM is the total number of outbound calls agents have placed for the day.
CR (OUT Call Rate)
CR is the current number of outbound calls being attempted by agents per minute.
CRA (OUT Routed)
CRA is the number of outbound calls that were queued and then routed to agents for the day. If a call is routed to an agent more than once with the same service, it is counted multiple times.
CT (IN Transferred)
CT is the number of inbound interactions that have been transferred to an external service.
Dispositions are labels used to categorize the results of interaction attempts and are a subcategory of Service Name metrics. Dispositions are customized and defined by your contact center administrator but the system does provide pre-defined dispositions. For example, dispositions for an email service might include "Spam" or "Problem solved." The total number of transactions then labeled as these could be tracked and monitored. For more information, see Dispositions Tab in the Contact Center Administrator Guide.
HR (Call Handling Rate Per Hour)
HR is the average of all calls made per agent per hour.
OCH (OUT Handled)
OCH is the number of outbound interactions being handled and completed by agents, including non-replies via email.
Q (IN Waiting)
Q is the number of inbound calls currently in Queued state. This includes both inbound calls and callbacks dialed and answered by the customer.
RR (Lists Remaining)
RR is the approximate number of remaining records from a campaign (not including records from disabled lists).
The Service Name is the text on the left of the Dashboard. The service name is the service type you are viewing metrics for. For example, a Dashboard displaying, "EmailService | WT: 25 | Q: 25," means for the service "EmailService" the maximum wait time (WT) is currently 25 minutes and the number of emails in queue (Q) is 25.
SLA (IN Svc Level %)
SLA is the percentage of calls answered before the threshold time (30 seconds by default) calculated over most recent 20 calls (short abandoned calls are excluded). For email interactions, it is the percent of emails replied to within the pre-defined service level threshold, relative to all replied emails; these include those replied to automatically and those replied to by the agent.
SR (My Success Rate)
SR is the percentage of calls handled per agent that received the Success disposition type divided by the total number of calls with this service. This metric is calculated for all services the agent handles.
TR (My Team Team Success Rate)
TR is the percentage of calls handled per team that received the Success disposition type divided by the total number of calls with this service. This metric is calculated with break-downs per service and per team.
WT (IN Max Wait)
WT provides the current wait time of the email that has been waiting in the queue the longest time (and is still waiting) - compared to all other emails currently waiting in the same queue. This includes service closure hours and is available for both Push and Pull distribution modes. Note that for email services this metric is updated once per hour. Note that an interaction can be requeued for another service either automatically or manually. In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue.
Additional Dashboard Statistics
There are up to three additional statistics that can be shown with a given Dashboard metric, for example Bad record: 25/24(26) (1st). The additional metrics are:
This value will indicate your personal performance and is displayed as an ordinal number, e.g., Bad record: 25 (1st).
Show next value
This value is the performance of the agent closest to you in current ranking and is displayed as a fraction, e.g., Bad record: 25/24.
Show total dispositioned calls
This value is your personal ranking within the team based on a comparison of the current value of the given metric for all members of the team; it is displayed as a number in parenthesis, e.g., Bad record: 25(26).
It is possible to display any combination of these metrics. Your system administrator may provide an additional explanation regarding the format of each displayed metric.