Engage Digital | Understanding Agents view metrics

Last updated on April 20, 2021
The data indicated on the Agents view is for the ongoing day and is reset at the end of each day.
  • Status Duration: Shows the last status of the agent and the time spent in this status. For every status change, the count is reset to 0. By default, the status the agent can select is Available and Away. However, you can define custom presence statuses (Admin > Users > Presence statuses) so that the agent can account for being away.

    If the agent switches to a custom presence status, it will show instead as Away in the Status Duration column.
  • Presence time: The sum of time during which the agent was connected to the platform in the Routing mode only, for the current day (regardless of the agent’s status).

    If the agent leaves the Routing mode, the count stops. If the agent returns to Routing mode during the same day, the count resumes where it stopped.

    Once they have reached their max capacity, agents do not receive any more interactions. To ensure an even distribution of interactions, agents should not keep interactions for too long in their ongoing interactions. Once the agent has replied to the customer, they need to defer or complete the interaction to free up a slot in their ongoing interactions. If an interaction stays for too long in the ongoing interactions of an agent, the Average Handling Time (AHT) will be significantly impacted.
  • Current interactions: Shows the agent’s current interactions. You can use this column to spot interactions that have been in an agent’s ongoing interactions for too long.
  • Awaiting interactions: The number of interactions awaiting action (reply, defer, ignore, transfer). These are interactions to be processed by an agent with the appropriate skill set. A red number with a clock indicates the number of interactions for which the SLA commitment is breached among the waiting interactions. This metric is not updated when the agent is disconnected.

    These numbers can change from one agent to another, depending on their skills (e.g., channels, categories, languages).
  • Completed interactions: The number of closed or deferred interactions.
  • Average Handling Time: The average time spent between the moment an agent accepts an interaction and the moment when he/she closes or defers it. This metric is not updated when the agent is disconnected.
  • Missed interactions: The number of interactions sent to the agent and not accepted within the default value of 30 seconds, which will switch them to Away status automatically. You can use this column to spot agents who repeatedly miss interactions.

    You can activate visual or sound notifications to prevent missing future interactions. Click the user icon, indicated by a circle with your initials in the center, in the top header bar. Click Configure notifications, then enable the Browser notification and Sound notification under Interactions notifications.
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