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• 5.2 • 5.3

Contents

Single Statistic

The Single Statistic widget presents one type of statistic or metric for a given service interaction.

Settings

Single Statistic settings


Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets. Single Statistic settings are as follows.


Title

Title is the name of the statistic widget. Widget titles, along with their icons, are displayed in the widget selector.

Mode

The default mode for single statistic is Single Statistic; however, it is possible to change the mode to Gauge.

Primary Statistic

The Primary Statistic is the main single statistic to be shown in the widget.

The drop-down menu provides the following single statistics from which to choose:

Agents busy with this service
Average idle time of matching agents
Average preview time of matching agents
Break time total
Callbacks in queue now
Callbacks requested
Completed records in active lists
Completed records with personal agent assignments
Count of records in all active lists
Custom Survey Metric 1
Custom Survey Metric 2
Customer Satisfaction
Estimated campaign duration
Estimated wait time
First Call Resolution
Inbound abandoned
Inbound abandoned %
Inbound abandoned in IVR
Inbound abandoned in queue
Inbound abandoned in queue %
Inbound abandoned while ringing
Inbound dropped by system in IVR
Inbound dropped by system in queue
Inbound dropped by system while ringing
Inbound duration average
Inbound duration total
Inbound emails carried over
Inbound emails carried over from previous day
Inbound emails dispositioned without reply
Inbound emails for existing queued cases
Inbound emails handled
Inbound emails in personal queues now
Inbound emails not accepted
Inbound emails pulled by agent
Inbound emails replied
Inbound emails that created new cases
Inbound handled by agents
Inbound handled by agents %
Inbound handled by agents now
Inbound handled unique
Inbound held
Inbound held, non-transferred
Inbound in IVR now
Inbound in queue now
Inbound interactions answered in Service Level % (moving window)
Inbound longest wait now
Inbound queued
Inbound queued unique
Inbound received
Inbound received as transfers
Inbound rejected or missed by agents
Inbound released by agents
Inbound released by callers
Inbound ringing on agents now
Inbound routed to agents
Inbound self serviced
Inbound Service Level target
Inbound Service Level threshold
Inbound short-abandoned in queue
Inbound short-abandoned in queue %
Inbound transferred away
Matching agents busy
Matching agents logged-in
Matching agents not ready
Matching agents ready
Net Promoter Score
Number of interactions recategorized from a different service
Number of interactions recategorized to a different service
Number of nonreplies started and discarded by agents
Number of records excluded by DNC lists from active Lists
Occupancy of matching agents
Outbound call attempts
Outbound call attempts in progress now
Outbound calling rate now
Outbound calls abandoned
Outbound calls abandoned %
Outbound calls abandoned in IVR
Outbound calls abandoned in IVR %
Outbound calls abandoned in queue
Outbound calls abandoned in queue %
Outbound calls abandoned while ringing
Outbound calls answered, out of connection speed compliance
Outbound calls answered, out of connection speed compliance %
Outbound calls attempts failed
Outbound calls attempts successful
Outbound calls attempts successful %
Outbound calls dropped in IVR
Outbound calls dropped in queue
Outbound calls dropped while ringing
Outbound calls duration average
Outbound calls duration total
Outbound calls in IVR %
Outbound calls in queue now
Outbound calls queue
Outbound calls rejected or missed by agents
Outbound calls released by agent
Outbound calls released by remote party
Outbound calls ringing on agents now
Outbound calls routed to agents
Outbound calls self serviced
Outbound calls transferred away
Outbound emails in personal queue
Outbound interactions handled by agents (email - send non-replies)
Outbound interactions handled by agents now
Preview duration now
Records attempts
Records attempts %
Records completed in active lists %
Records completions
Records completions %
Records Dialable Right Now (Dialable)
Records in quota groups that reached quota limits
Records previews
Records skips
Records skips %
Remaining records in active lists
Remaining records with personal agent assignments
Success rate

services

Clicking the services link allows you to select and add the available services that are associated with the single statistic.

enable warning sound

Selecting the enable warning sound checkbox enables the Agent Desktop to play a warning sound whenever service level thresholds are exceeded for the given statistic or metric.

enable gauge display

Selecting the enable gauge display checkbox will cause the widget to change its appearance when certain thresholds are exceeded (see below).

When gauge display is enabled, the following values may be defined:

  • warning threshold - Causes the gauge to change color when exceeded
  • alert threshold - Plays a warning sound when exceeded
  • max threshold - The most that can be displayed

Note: Deselecting the enable gauge display checkbox will cause the Secondary Statistic field to appear, allowing you to add a second statistic to the widget.


Gauge Display for Single Statistic widget

Secondary Statistic

The Secondary Statistic is a second statistic to be included in the widget, if desired. It is formatted as a percentage or duration. Possible secondary statistics are the same as those for the Primary Statistic described above.



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