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.
Updated about 5 years ago