My Status view


Prerequisites

The following permissions:

  • Analytics > User Aggregate > View
  • To activate and deactivate queues: Routing > QueueJoin
  • To export view data: AnalyticsData Export All

To access the Login and Logout columns:

  • Analytics > User Detail > View

The My Status view displays real-time information about your statuses, including the length of time that you stayed in each status. Data in the columns updates when you leave a status. This view updates automatically. To see the most current data, click Refresh 

View your status data

  1. Click PerformanceMy Performance
  2. Click the Statuses tab.
  3. To save the view with your filter and column settings, click Save .
  4. To export the data in the view, click Export .
  5. Click the tabs to open your My Performance, My Evaluations, and My Schedule views. 
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it. 

To activate or deactivate queues from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update

Customize the view

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 


Use the date filter to customize analytics views.

Use Presets to filter metrics by date, or configure a custom date range.

To use a Preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.



To show or hide columns, click  and then search or scroll to select the columns you want to view. 

The My Status view displays certain columns together as groups. To rearrange columns groups, click a column group header and drag it.

To reorder columns within the column groups:

  1. Click +
  2. In the Table Columns pane, hover over the table column header name you want to move.
  3. Click the up or down arrowsReorder columns

To reset a view to default column settings, click Reset view to defaults.

Available columns

Your customizations determine which metric columns the view shows.


Column Description
Logged in

The total amount of time a user is logged in for the specified period.

On Queue

The On Queue metric represents the number of agents that are on queue for a specific queue.

Idle

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. 

Not Responding

The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Off Queue

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number.

Available

The time spent in the Available status for the specified period.

Busy

The time spent in the Busy status for the specified period.

Away

The time spent in the Away status for the specified period.

Meeting

The time spent in the Meeting status for the specified period.

Break

The time spent in the Break status for the specified period.

Meal

The time spent in the Meal status for the specified period.

Training

The time spent in the Training status for the specified period.

Communicating

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

Interacting

The time that the agent was handling interactions.

Login

The time the user first logged in on this date. If the field is blank, then the user did not log in this day.

Logout

The last time the user logged out on this date. If the field is blank, then the user did not log out this day.

Total ACD

The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.

Primary Status Off Queue %

The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.

Primary Status On Queue %

The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.

ACD Status Interacting %

The percentage of on-queue time that an agent spent in the Interacting status, calculated by:

Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100

ACD Status Idle %

The percentage that an agent spent in the idle status, calculated by:

Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.

ACD Status Not Responding %

The percentage of time that an agent spent in the Not Responding status, calculated by:

Not Responding  / (INTERACTING + IDLE + NOT RESPONDING) * 100

Occupancy

The percentage of time that call agents spend handling incoming calls against the available or idle time calculated by:

percent; (total time in "Interacting" routing status / (total actual on queue time in interval)) * 100; range: 0-100%