| Handle Time |
Time that service reps spent on work items that are now completed. Duration from when a work item is assigned to a service representative until it is completed. |
| Active Work Time |
Time a service representative actively spends working on a work item. Time is only tracked when the item is open and in focus in the representative's console. |
| After Conversation Work Time |
Time spent on after-conversation work (ACW) after a call
or messaging session is complete. |
| Speed to Answer |
Time from when the work item was requested until a service rep accepted it. |
| Active Work Volume |
Current count of work items actively in progress.
- Assigned: Work items that have been routed to a service rep but not yet
opened.
- Open: Work items that service reps have opened and are actively working
on.
- Paused: Work items that are in paused status.
- ACW (After Conversation Work): Work items in wrap-up mode after the
main interaction has ended but before the work item record is closed.
|
| Completed Work Volume |
Count of work items completed over time.
- Canceled: Work items that were canceled before a service rep could
accept them; for example, the customer ends a chat before the service rep
accepts the work item.
- Closed: Work items that were completed and closed by the service
rep.
- Declined: Work items that service reps declined.
- Declined (Push Timeout): Work items that were automatically declined
because the service rep didn't accept them within the push timeout window. If
set, a push timeout reassigns work when it's not accepted in the specified
time.
- Transferred: Work items that were transferred to another queue, skill,
or service rep before completion.
- Unavailable: Work items for which the assigned service rep became
unavailable; for example, the service rep logged out before the work item was
accepted or declined.
|
| Raised Flag |
Total count of flags raised on work items for supervisor attention or escalation. |
| Capacity |
Service representative capacity.
- Total: The primary capacity configured for the service reps across all
work types.
- Used: The portion of the service reps' primary capacity currently
occupied by active work items.
- Available: The remaining primary capacity the service rep has to take
on new work items.
- Total Interruptible: The total capacity configured specifically for
interruptible work items.
- Used Interruptible: The portion of interruptible capacity currently
occupied by active interruptible work items.
- Available Interruptible: The remaining interruptible capacity the
service rep has to take on new interruptible work items.
|
| Capacity Percentage |
Service representative capacity utilization as a percentage used, and available capacity as a percentage of total. |
| Rep Capacity Status |
Shows the current count of service reps with each status.
- At Capacity: Service reps are online but are at full capacity so they
aren't assigned more work.
- Online: Service reps are online, but not necessarily available with
spare capacity to accept new work items.
- Busy: Service reps are logged into Omni-Channel but have Busy status,
so aren't assigned any new work.
- Idle: Service reps are available but don't have any active work
items.
|
| Wait Time |
Time work items have been in the backlog, from when they entered the queue
until they're accepted by a service rep. |
| Presence Status |
The number of service reps in each presence status. |