Contact Center (Multimedia) Realtime Definitions

This provides a comprehensive list of all Contact Center (Multimedia) Realtime terminology and their definitions.

Miscellaneous Realtime Count Definitions

Agents Logged into Multimedia: Provides the number of agents logged into Multimedia.

Agents with Skill Enabled: Provides the number of agents with the specified skill enabled.

Chat Count: Provides the number of external chats offered to the specified agent(s).

Chat Queue Count: Provides the number of chats in the queue for the specified skill(s).

Chats Answered: Provides the number of external chats answered by the specified agent(s).

Chats Missed: Provides the number of external chats missed by the specified agent(s).

Multimedia Realtime Duration Definitions

ACW Duration: Includes the total, maximum, minimum, average, or median duration for the time that the on ACW (After Call Work).

Chat Duration: Includes the total, maximum, minimum, average, or median duration of External Chats.

Chat Time in Queue: Includes the total, maximum, minimum, average, or median duration for Chat Time in Queue.

Multimedia Login Duration: Includes the total, maximum, minimum, average, or median duration for the time that the agent was logged into Multimedia.

Multimedia Agent Ready Duration: Includes the total, maximum, minimum, average, or median duration for the time that the Multimedia Agent was Ready.

Skill Enabled Duration: Includes the total, maximum, minimum, average, or median duration for the time that a Multimedia Agent was enabled in a particular Skill.

Skill Handled Duration: Includes the total, maximum, minimum, average, or median duration for the time that the Skill took to handle the call.

Multimedia Realtime Miscellaneous Definitions

Abandoned Group Overflow: Includes all the calls that were directed to “Initial Group” then went to “Overflow Group” and were not answered.

Agents Logged into Multimedia: Includes the total number of gents logged into Multimedia.

Chat State: Returns the current chatting state of an agent.

Multimedia Active Channel: Provides the total number of active Multimedia channels.

Multimedia Login Duration: Provides the Multimedia Agent’s total, maximum, minimum, average, or median Login duration.

Multimedia Agent Ready Duration: Provides the Multimedia Agent’s total, maximum, minimum, average, or median Ready duration.

Ready for Multimedia Call: Returns true if the selected agent is ready for a Multimedia call in the given skill; false otherwise.

Skill Enabled Duration: Provides the Multimedia Agent’s total, maximum, minimum, average, or median Skill Enabled duration.

Skill Handled Duration: Provides the Multimedia Skill’s total, maximum, minimum, average, or median Handled duration.