Queues Agents Detail view


Log an agent out of PureCloud: Feature coming soon
Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • AnalyticsData Export All
  • Directory > User > View
  • Routing > Queue > View
  • UI > Supervisor Agent Details > View
  • UI > Supervisor Queue Details > View

To log an agent out of PureCloud:

  • OAuthToken > Delete

The Queues Agents Detail view allows you to view a summary of metrics related to agents who are a member of a particular queue. This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh 

View and work with the Queues Agents Detail view:

  1. Click Performance > Queues, click the Performance tab.
  2. From the Queues Performance Summary view, select a queue. 
  3. From the Queues Performance Detail view, click the Agents tab. 
  4. To view both active and inactive agents in the Queues Agents Detail view at the same time, click the (Inactive) link at the bottom of the view. To hide the inactive agents again, click (Hide inactive).
  5. To view more information about an agent, click the agent’s name to open that agent’s performance detail view.
  6. To save the view with your filter and column settings, click Save .
  7. To export the data in the view, click Export
    Note: The export does not include data in the real-time metrics columns. For more information about the real-time metrics columns, see the Available metrics section in this article.

Activate and deactivate agents for a queue

In the Queues Agents Detail view, you can activate and deactivate agents who are already members of that queue. While On Queue, agents receive interactions for the activated queues to which they belong. Agents can also activate and deactivate their queues.

You can bulk activate and deactivate multiple agents or you can individually activate and deactivate an agent for a queue.

Note: To activate a queue for an agent, the agent must be a member of that queue. For more information about making an agent a member of a queue, see Assign queues to an agent or Edit queue membership in Edit or delete queues

To activate multiple agents for a queue

  1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
  2. In an inactive agent’s row, select the agent’s check box, and continue selecting the agents to be activated. To select all inactive agents, select the check box in the header row.
  3. Click Activate Agents.
  4. To see the changes, click Refresh

To deactivate multiple agents for a queue

  1. In an active agent’s row, select the agent’s check box, and continue selecting the agents to be deactivated. To select all active agents, select the check box in the header row.
  2. Click Deactivate Agents.
  3. To see the changes, click Refresh


To activate an agent for a queue

  1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
  2. In the inactive agent’s row, click More .
  3. Click Activate.
  4. To see the changes, reload the page.

To deactivate an agent for a queue

  1. In the agent’s row, click More .
  2. Click Deactivate.
  3. To see the changes, reload the page. 


Customize the view

Customize the Queues Agents Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. 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. 

Filter by users to populate the summary row with aggregate data about those users.

Note: The real-time metric columns always show current data, even if you select a past date. See the Available metrics section in this article for a list of the real-time metrics in this 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.



  1. To filter by media type, click the Filter icon. Filter button
  2. Select the media type. 

The selected media type icon is displayed above the column headers. 


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

To rearrange columns, click a column header and drag it.



To enter the name of a user you want to view, click the Search for users search icon . Enter the name of the user and select the name from the search results.


To filter by information about the interaction, click the Filter button. Filter button

Interactions filters

Filter Description
Queue

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

Skills

Displays metrics for interactions with agents who have the selected skills. 

Filter for multiple skills at one time by entering other skills and searching again.

Languages

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.

Wrap-up

Displays metrics for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

Direction Displays metrics for interactions of the selected directions.
Initial Direction

Displays information about interactions with the selected initial direction.

Message Type Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all of message types.

Notes:

  • Real-time updates stop while any filters in the Filters pane are active. To get the most current data, click the  Refresh icon.
  • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
  • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.


To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter Description
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   


From the Queues Agents Detail view, hover over the presence dot beside an agent’s name.


To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.   

To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

Note: You cannot select Out of Office as a status.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status. 





From the Queues Agents Detail view, hover over the presence dot beside an agent’s name.

To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

Important: When you log out an agent, all active connections will be ended.

Available columns

Your customizations determine which metric columns the view shows.


Real-time metrics

These metrics update continually and always display current data, even if you select a date from the past.

Real-time metric Description
Presence Displays a colored dot related to the agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators
Time in Status The amount of time an agent has been in their current status.
Status The agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators
Secondary Status The agent’s current secondary status. For more information, see Presence, status, and activity indicators overview and Secondary status overview.
Time in Routing Status The amount of time an agent has been in their current routing status.
Routing Status

A routing status is set by the system when an agent is on queue, and is based on the agent's current activity. Users cannot directly change routing statuses. For example, the system automatically places agents in the Not Responding status if they do not pick up an interaction within the timeout you have set for the queue. Routing statuses include: Off Queue, Interacting, Idle, and Not Responding. For more information, see Agent presence, status, and activity indicators.

Skills The current skills assigned to an agent. For more information, see User skills overview.

Metrics

These metrics represent data for the dates you selected for the view. 

Metric Description
Answered

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Handle

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

Note: ACW for callback interactions is always zero. 

Avg Dialing
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
Avg Contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)

Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total Talk

Amount of time spent interacting on a media type.

Total Hold

The cumulative hold time for all interactions.

 
Total ACW

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
Note: ACW for callback interactions is always zero. 

Total Dialing

The total amount of time an outbound interaction spends dialing a contact.

Total Contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Held

The number of interactions with holds.

Transferred

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Alert – No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

Total Alert – No Answer

The total number of seconds PureCloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Alert

The number of times agents receive an alert for interactions. 

Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction. 

Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control