Call App

Last updated 18 minutes ago

Field list of the performance tab in the Call application.

Table of Contents

Breadcrumb
Operator Table
Skill table

Breadcrumb

Studio: Contact Center and Analytics Studio (CCAS)
> Contact Center > Call

monitoring calls

Filter Description

Operator view

Filters the table by operator or by skill.

RH

Filters the table by team.

Note that the values in this dropdown depend on the configuration of the contact center.

All Skills

Filters the table by skill.

Note that the values in this dropdown depend on the configuration of the contact center.

Operator Table

Column

Description

Start

Start date and time of the login.

Operator

Name of the operator.

Status

Operator status. One of the following:

Available - Inbound
Available - Outbound
Busy - Inbound
Busy - Outbound
Pause - Lunch

Note that operator status depends on the configuration of the contact center.

Duration

Duration of the operator’s session.

C. in progress

Number of calls in progress.

C. p. (another skill)

Number of calls in progress on another skill.

Answered c.

Number of calls answered.

Scheduled c.

Number of scheduled calls.

C. classified

Number of classified calls.

Sales

Number of calls resulting in sales.

RGUs

Number of revenue-generating units.

TMA

Time to answer metric.

Skill table

Column

Description

Skill

Name of the skill.

Logged

Number of logged-in operators.

Pause

Number of operators on pause.

Available

Number of available operators.