Workgroup Statistics View

Requirements: The Workgroup Statistics Security right enables you to The Statistics Workgroups Access Control right determines which workgroups can be included in the Workgroup Statistics view. Membership in a workgroup does not confer the right to view statistics for that workgroup.

You can view basic statistics for workgroup queues. Workgroup statistics can help you determine when you can take a short break.

Workgroup Statistics

The workgroup-specific sections of the Workgroup Statistics view display a quick overview of the selected workgroup.

1	Close	Click this control to close the Workgroup Statistics view.
2	Workgroup Name	The name of the workgroup as defined in Interaction Administrator.
3	Workgroup Activation Status	A green check mark indicates that your status is "Activated." A red X indicates your status is "Deactivated." For more information, see Change Your Workgroup Activation Status.
4	Workgroup Statistics	These statistics appear for each workgroup: Interactions waiting: Number of interactions waiting on this workgroup queue. Logged on agents in this workgroup: Total number of agents in this workgroup who are logged in, regardless of their status. On inbound ACD interactions: Total number of agents working on inbound ACD interactions in this workgroup queue. Longest interaction waiting: The longest connection time of any of the currently connected interactions. "N/A" indicates no interactions are currently connected. Longest talk time: The longest amount of time any currently connected call has been connected. Agents available: The number of agents in this workgroup who are logged in, have an "Available" status, and are activated. On inbound ACW: Total number of agents performing after call wrap-up work to conclude an inbound ACD interaction on this workgroup queue. On outbound ACW: Total number of agents performing after call wrap-up work to conclude an outbound ACD interaction on this workgroup queue.
5	Shift/Period Statistics control	Click this control to display or hide a statistical summary of the current shift or period for the currently selected workgroup.
6	Shift/Period Statistics	For more information, see Shift\Period Statistics.
7	Activate or Deactivate	Click this link to activate or deactivate your status for the currently selected workgroup. For more information, see Change Your Workgroup Activation Status.
8	Choose Workgroups	Click the Choose Workgroups button to add or remove workgroups from this view.

Shift\Period Statistics

The Shift/Period Statistic view displays a statistical summary of the current shift and period. Separate columns display statistics for the currently selected workgroup and your personal statistics as a member of that workgroup.

Your CIC administrator defines start and end times for each shift and also defines the number of minutes in each period (starting at midnight) for each workgroup. For more information about shift and period definitions, see the Interaction Administrator Help.

Average Talk Time: Average connection time for all currently connected calls.

Note: If there are no currently connected calls, Average Talk Time is set to N/A.

Longest Talk Time: The longest amount of time any currently connected call has been connected.

Note: Longest Talk Time is not calculated at the workgroup level for the current Shift or Period.

Interactions Received: Number of interactions that have alerted in the workgroup queue or My Interactions.
Interactions Answered: Number of interactions that have been picked up.
Interactions Completed: Number of interactions that have been picked up and disconnected, sent to voice mail, parked on orbit, or transferred.

Displaying the Workgroup Statistics View

To display the Workgroup Statistics view:

From the View menu, select Workgroup Statistics.

Result: The Workgroup Statistics view appears.

In the Workgroup Statistics view, click Choose Workgroups.

Result: The Choose Workgroups dialog box appears.

In the Choose Workgroups dialog box, select the workgroup queues you want to monitor.

Note: All Workgroups appearing in the Selected Workgroups list appear in the Workgroup Statistics view. Use the > and < controls to add or remove Workgroups from this list.

When finished selecting workgroups, click OK.

Result: The Workgroup Statistics view of the selected workgroups appears in Interaction Client.