MetricAgentGroupAvailabilityName

Enum

AGENT_MAX_NUMBER

Maximum number of agents simultaneously connected to the desk. Computed for a group over a minimum period of 1h.

Supported channels: All Supported projects: No project filter (all) or a single project

CONTACT_PER_HOUR_AVERAGE_NUMBER

Average number of contacts processed by all agents for an hour of production.

Supported channels: CHAT, CALL, VIDEO Supported projects: No project filter (all) or a single project

NON_PRESENTATION_DURATION

Period during which buttons are not displayable. Length of the time slot covered with no agent available.

Supported channels: All Supported projects: No project filter (all) or a single project

NON_PRESENTATION_RATE

Part of period smoothed duration during which buttons are not displayable.

Supported channels: All Supported projects: No project filter (all) or a single project

PRESENCE_SMOOTHED_DURATION

Period during which agents were connected. Length of the time slot covered with at least one agent present.

Supported channels: All Supported projects: No project filter (all) or a single project

PRESENTATION_DURATION

Period during which buttons are displayable. Length of the time slot covered with at least one agent available.

Supported channels: All Supported projects: No project filter (all) or a single project

PRESENTATION_RATE

Part of period smoothed duration during which buttons are displayable.

Supported channels: All Supported projects: No project filter (all) or a single project

PRODUCTION_SMOOTHED_DURATION

Period during which agents were in production. Length of the time slot covered with at least one agent in production.

Supported channels: CHAT, CALL, VIDEO Supported projects: No project filter (all) or a single project