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• 5.3

Agent Dashboard Metrics

Most of the metrics available for display in the agent dashboard are also available via the real-time metric views of the supervisor’s desktops. You can find detailed description of those metrics in the Bright Pattern Contact Center Supervisor Guide. For general dashboard configuration settings, see section Teams.

The metrics that are specific to the agent dashboard are explained as follows. Unless specifically noted otherwise with respect to a particular metric, all metrics are calculated since the reset time.

AACW

The average daily time agents spend handling after-call work (ACW).

Dispositions

The number of interactions handled by the agent for the given service with the selected disposition. For more information about dispositions, see section Services and Campaigns - Dispositions tab.

Select the desired service from the drop-down menu on the left, and then select the desired disposition from the menu on the right. To display the total number of interactions for the given service that the agent completed with any disposition, select the Show total dispositioned calls checkbox.

HR

The total number of interactions of the given service handled in the last hour. This metric is not counted for email services.

IN Handled

The number of inbound interactions that have been handled and completed by agents for the day.

IN Max Wait

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.

IN Svc Level %

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 predefined service level threshold, relative to all replied emails; these include those replied to automatically and those replied to by the agent.

IN Transferred

The number of inbound interactions that have been transferred to an external service.

IN Waiting

The number of inbound calls currently in Queued state. This includes both inbound calls and callbacks dialed and answered by the customer.

OUT Call Rate

The current number of outbound calls being attempted by agents per minute.

OUT Dialed

The total number of outbound calls agents have placed for the day.

OUT Handled

The number of outbound interactions being handled and completed by agents, including non-replies via email.

OUT Routed

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.

SR

The percentage of interactions handled by the agent with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by this agent. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.

Service name

The name of the service for the related metric. Display of the service name is helpful if you intend to show any service-level metrics to the agents of this team and if this team provides multiple services.

Note that due to a limited space allocated for the metrics on the Agent Desktop application, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time.

TR

The percentage of interactions handled by all agents of the given team with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by those agents. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.

Total Remaining

The total remaining records in active lists.



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