Operator status. One of the following:
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Available - Inbound
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Available - Outbound
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Busy - Inbound
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Busy - Outbound
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Pause - Lunch
Note that operator status depends on the configuration of the contact center.
Chat App
Last updated 18 minutes ago
Field list of the performance tab in the Chat application.
Table of Contents
Breadcrumb
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Studio: Contact Center and Analytics Studio (CCAS)
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> Contact Center > Chat
| Filter | Description |
|---|---|
|
Filters the table by operator or by skill. |
|
Filters the table by team. |
|
Filters the table by skill. |
Operator Table
| Column | Description |
|---|---|
Start |
Start date and time of the login. |
Operator |
Name of the operator. |
Status |
|
Duration |
Duration of the operator’s session. |
C. in progress |
Number of chats in progress. |
C. p. (another skill) |
Number of chats in progress on another skill. |
Answered c. |
Number of chats answered. |
C. classified |
Number of classified chats. |
Sales |
Number of chats 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. |
C. in progress |
Number of chats in progress. |
C. p. (another skill) |
Number of chats in progress on another skill. |
Capacity |
Number of chats that can be handled simultaneously. |
Waiting queue |
Number of chats waiting in the queue. |
Answered c. |
Number of chats answered. |
C. classified |
Number of classified chats. |
Sales |
Number of chats resulting in sales. |
RGUs |
Number of revenue-generating units. |
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