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:

  • Queue pane displays the metrics for engagements that are placed in queue.

  • Active Chats pane displays metrics for current engagements being serviced.

  • 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

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:

  • Busy agents while chatting

  • Busy agents not chatting

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)