Summary tab
The Summary tab is the default view displayed upon logging in. It provides a one-page aggregate report for the business unit or agent group (depending on the selection) and is divided into three status panes:
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Queue pane displays the metrics for engagements that are placed in queue.
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Active Chats pane displays metrics for current engagements being serviced.
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Agents pane displays metrics regarding Agent serviceability.
Queue pane
The Queue pane, located at the top of the Summary view, displays status information for engagements that are placed in queue and are waiting to be serviced by an agent.
These are the data column definitions for the Queue pane.
Column |
Definition |
---|---|
Chats in Queue |
Number of engagements waiting to be routed to an agent |
Chats Within SLA |
Number of engagements that are within the maximum time parameter in queue |
Chats Exceeding SLA |
Number of engagements that are exceeding the maximum time parameter in queue |
% of Queues Within SLA/ Trending % |
Percentage of current engagements in queue that are within SLA / Engagements dequeued within the last 2 hours |
Longest Wait Time |
The longest time an engagement has been in queue |
Average Time in Queue |
Average time current engagements are in queue |
Trending % of Abandons |
Percentage of queued engagements abandoned over a 2-hour period |
Active Chats pane
The Active Chats pane is found under Queue. Here you can see metrics regarding current active engagements being serviced.
These are the data column definitions for the Active Chats pane,
Column |
Definition |
---|---|
Active Chats |
Number of engagements currently active |
Chats in Last Hour |
Number of assigned and active engagements in a trailing 1-hour |
Sales Qualified Chats/ Trending % |
Number of engagements that have met sale-qualified parameters |
Longest Chat/ Trending Average |
Duration of the engagement with the highest current handle time |
Average Response Time |
Displays an average of all agent response times |
Average Initial Response |
Average time for an agent’s initial response to customers |
Chats Within Goal |
Number of engagements within the goal for handle time |
Chats Exceeding Goal |
Number of engagements that have exceeded handle time goal |
Agents pane
The Agents pane is found under Active Chats. Here you will find metrics regarding agent serviceability.
These are the data column definitions for the Agents pane.
Column |
Definition |
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Available Chat Slots |
Number of slots available to receive new engagements. |
Agents Logged In |
Number of agents logged into the Nuance Agent Desktop. |
Active Agents |
Number of agents logged in and currently active. |
Agents on Busy |
Number of agents logged in but busy. This metric includes the number of:
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Chat Slots Utilization |
Number of engagements being taken in relation to maximum engagements allowed. Chat Slots Utilization = (number of consumed slots) / (total chat slots) |
Chat Utilization |
Number of engagements being taken, in addition to engagements in queue, in relation to maximum engagements allowed. Chat Utilization = (number of consumed slots + number of queued chats) / (total chat slots) |