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User Attributes

General Attributes:

  1. User name: Name of the user.
  2. User ID: The unique ID assigned to the user, usually a number.
  3. User status: Status of the user, whether the user is logged in or not.
  4. First Name: First name of the user to be monitored.
  5. Last Name: Last name of the user to be monitored.
  6. Screen Name: Screen name of the user to be monitored.

Chat Activity Attributes

  1. Chat - Available to handle: Is the agent available to handle chats: Yes or No. If the value is No, the Not Ready code the agent selected for the reason why he is unavailable is displayed.
  2. Chat - Number in progress: Number of chat activities assigned to agent and being worked on (Status: 'Assigned - In Progress').
  3. Chat - Number not started: Number of chat activities assigned to agents, but on which work has not yet started (Status: ‘Assigned - New’).
  4. Chat - Oldest in progress: Age of the oldest open chat activity assigned to the agent and been worked upon (activity status 'Assigned-In Progress') If your calendar is set in business hours it does not affect this column.
  5. Chat - Oldest not started: Age of the oldest open chat activity assigned to the agent but has not been worked on. (Status: 'Assigned-New') If your calendar is set in business hours it does not affect this column.
  6. Unavailable chat reason: Reason for why the agent is unavailable for chat activities.

Video Chat Activity Attributes

  1. Video chat - Available to handle: Is the agent available to handle video chats: Yes or No. If the value is No, the Not Ready code the agent selected for the reason why he is unavailable is displayed.
  2. Video Chat - Number in progress: Number of video chat activities assigned to the agent and being worked on (Status: 'Assigned - In Progress').
  3. Video Chat - Number not started: Number of video chat activities assigned to agents, but on which work has not yet started (Status: ‘Assigned - New’).
  4. Video Chat - Oldest in progress: Age of the oldest open video chat activity assigned to the agent and been worked upon (activity status 'Assigned-In Progress') If your calendar is set in business hours it does not affect this column.
  5. Video Chat - Oldest not started: Age of the oldest open video chat activity assigned to the agent but has not been worked on. (Status: 'Assigned-New') If your calendar is set in business hours it does not affect this column.
  6. Unavailable video chat reason: Reason for why the agent is unavailable for video chat activities.

Email Activity Attributes

  1. Email - Available to handle: Is the agent available to handle emails: Yes or No. If the value is No, the Not Ready code the agent selected for the reason why he is unavailable is displayed.
  2. Email - Number in progress: Number of email activities assigned to this agent, which the agent is working on (Status: 'Assigned-In Progress').
  3. Email - Number not started: Number of email activities assigned to this agent, on which the agent has not yet started work (status: Assigned - New).
  4. Email - Oldest in progress: Age of the oldest email on which the agent is working (Status: Assigned-In Progress).
  5. Email - Oldest not started: Age of the oldest email on which the agent has not yet started work (Status: Assigned-New).
  6. Unavailable email reason: Reason for why the agent is unavailable for email activities.

Task Attributes

  1. Task - Available to handle: Is the agent available to handle tasks: Yes or No.
  2. Task - Number in progress: Number of tasks assigned to this agent, which the agent is working on (Status: Assigned - In progress).
  3. Task - Number not started: Number of tasks assigned to this agent, on which the agent has not yet started work (Status: Assigned - New).
  4. Task - Oldest in progress: Age of the oldest task on which the agent is working (Status: Assigned - In progress).
  5. Task - Oldest in wrapup: Age of the oldest task on which the agent is wrapping up work (Status: Assigned - Wrap up).
  6. Task - Oldest not started: Age of the oldest task on which the agent has not yet started work (Status: Assigned - New).
  7. Unavailable task reason: Reason for why the agent is unavailable to handle tasks.

Viewing Data As Bar Charts

The bar chart for queues is available only when the following attributes are selected  while Creating Supervision Monitors.

  1. User name
  2. Email - Available to handle
  3. Email - Number in progress
  4. Email - Number not started

Pie charts are available only for monitoring Queue attributes.

Related Topics

  1. Queue Attributes
  2. User Group Attributes