Activity Assignment by Agent
Report on the volume of activities assigned to and unassigned from you. This includes a breakdown of reasons for assignment or unassignment. For example, pulled, auto-pushback, transfers in and out.
There is a row in the report for each activity type, that is, channel and a total row. The report includes the following columns:
|
Column |
Definition |
|---|---|
|
Activity Type |
The activity type being transferred. In general, activity type represents channel, that is, chat, email, call log, and social. |
|
Pushed To User |
The number of times that an activity was automatically pushed to you from the queue or routed directly to you by the inbound workflow, during the report interval. |
|
Pulled by User |
The number of times that you pulled or picked an activity from the queue or from another user during the report interval. |
|
Xfer In |
The number of times that activities were transferred to you during the report interval. |
|
Pushed Back To Queue |
The number of times that an activity was automatically pushed back from your inbox to the originating queue during the report interval. For chat activities, this happens when you do not respond quickly enough. For other activities, it happens while you are logged out. |
|
Workflow Xfer Out |
The number of times that activities were automatically transferred away from you during the report interval, by the workflow. |
|
Manual Xfer Back |
The number of times during the interval that activities were manually transferred from you back to the activity's originating queue. These are generally the activities you transferred yourself, or possibly were transferred by a supervisor. |
|
Manual Xfer To Department |
The number of times that activities were manually transferred away from you to another department during the report interval. These are generally the activities you transferred yourself, or possibly were transferred by a supervisor. |
|
Manual Xfer To Queue |
The number of times that activities were manually transferred away from you to a queue during the report interval. Excludes transfers back to the activity's originating queue. These are generally the activities you transferred yourself, or possibly were transferred by a supervisor. |
|
Manual Xfer To User |
The number of times that activities were manually transferred from you to other users during the report interval. These are generally the activities you transferred yourself, or possibly were transferred by a supervisor. |
|
Pulled from User |
The number of times that an activity was picked from your inbox by another user during the report interval. |
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