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StatsViewer

The StatsViewer feature allows agents to view their personal contact statistics and compare them with the average contact statistics per agent within the contact center. When you click the StatsViewer link in the Navigation Bar or select the StatsViewer text link from the Home page, the StatsViewer screen is displayed, defaulting to the Daily page (shown similar to Figure 1-49).

What's in this Topic?

StatsViewer Views

There are 4 links: Daily, Weekly, Monthly, and Year-to-Date. Clicking any of these links display the StatsViewer during the daily, weekly, monthly, or year-to-date formats. See Figure 1-49, Figure 1-50, Figure 1-51, and Figure 1-52 below for examples of these StatsViewer formats. The Daily format is used by default and the current date is selected by default when you enter the StatsViewer. Note that icons will be shown next to the statistics if the supervisor has specified icons to be shown.



Figure 1-49 . StatsViewer - Daily (Details Shown)



Figure 1-50 . StatsViewer - Weekly (Details Shown)



Figure 1-51 . StatsViewer - Monthly (Details Hidden)



Figure 1-52 . StatsViewer - Year-to-Date (Details Shown)

Calendar

The calendar shown on the StatsViewer page is the same as the calendar shown on ScheduleViewer pages as described in:

You are able to view contact statistics for a specific date, week, month, or year-to-date. Dates for which unacknowledged schedule changes exist will not be shown in bold, as they are in the ScheduleViewer.

The dates you select on the calendar correspond to the statistics data currently displayed in the screen.

If no data exists for the time range you selected, then the text "No data available" is shown below the date range text, in place of the contact statistics. In this case, none of the statistics sections are shown. If data exists for part of the selected time range (week, month, or current year), then the existing data is displayed, and the date range text for the selected range is shown. However, underneath the selected date range the dates for which data actually exists is shown as "Data exist <earliest data> - <latest date>", which are the earliest and latest dates in the selected range where data exist. (See Figure 1-51.)

StatsViewer Preferences

If there are no agent preferences set, then agent data group preferences are used to determine which statistics fields to show. If no preferences have been defined for the agent data value assigned to you, then the MU-level preferences are used (as set in the Supervisor WebStation). The agent data group or MU preferences will override the agent-level preferences. In other words, you will not be able to view a data item that the agent data group preferences indicate should be hidden. If no preferences have been entered, then default settings will be used. The supervisor must have chosen the option to allow agents to enter StatsViewer preferences, for you to be able to set agent-level preferences. See Agent WebStation "My Preferences", 1-17 and "StatsViewer" preferences tab, 1-23 for more information.

Data Display

The Time format, Comparison, and Show details fields are the same fields as described in "StatsViewer" preferences tab, 1-23 in the Preferences section. Even though these fields can be set in the StatsViewer preferences screen, you may change these data display values in the StatsViewer screen. These data display values will default to the values set in agent-level preferences (or set by the supervisor if no agent-level preferences have been set). If no preferences have been set at all, then default values will be used. Changing these data display values on the StatsViewer screen will not update your agent preferences file, but the current StatsViewer page will be refreshed and the new settings used.

Time format

The "Time format" field determines the format of all time fields. For example, if the selected time format is "SSSSSS.S" then all the columns that display time values (all columns except In Contacts and Out Contacts), will be shown in seconds with one decimal place. In the "data display" area of the StatsViewer screen, click the Time format drop list button and select

one of the following formats for the time values displayed in StatsViewer.

NOTE: The Time format defaults to the supervisor or agent's preference, but if no preferences exist, then the default selection is SSSSSS.

Comparison

In the Comparison field, select how you want to compare your personal contact statistics with the average contact statistics per agent within the agent data group and MU. In the "data display" area of the StatsViewer screen, click the Comparison drop list button and select one the following comparison methods. Note that the Comparison method defaults to the supervisor or agent's preference, but if no preferences exist, then the default selection is "None". For information on agents' StatsViewer comparison preferences, see Comparison, 1-24. For details and examples on comparison methods see MU and Agent Data Group Statistics, 1-134.

Click the Comparison drop list button and select one of the following comparison values: "None", "Difference" and "% Difference".

Show details

The "Show details" field will determine whether or not queue (or skill) details will be displayed. The "Show details" field will only be shown if the MU or agent data group preferences indicate that details are to be shown. Otherwise, this field will not be shown on the StatsViewer screen. Click the check box next to the "Show details" field to allow tables as described below in Queue / Skill Data Tables, 1-134 to be displayed. Uncheck this box if you do not want the queue (or skill) tables to be displayed.

Daily, Weekly, Monthly and YTD Format Differences

The following descriptions point out the differences between the daily, weekly, monthly and year-to-date formats as shown in Figure 1-49, Figure 1-50, Figure 1-51, and Figure 1-52.

Daily Format

Weekly Format

Monthly Format

Year-to-Date Format

Selected Date Text

The date or date range for which statistics currently are displayed are shown at the top of the page as shown in Figure 1-49, Figure 1-50, Figure 1-51, and Figure 1-52. A left arrow is shown to the left of the date text, and a right arrow is shown to the right of the date text, except in the year-to-date format. No arrows are shown with the date range text when using year-to-date format.

The following functionality is similar to that used in the ScheduleViewer.

Daily Format

Weekly Format

Monthly Format

Year-to-Date Format

Viewing Your Contact Statistics

The StatsViewer allows you to view your individual contact statistic totals per date, week, month, or year-to-date and to compare those numbers to the average contact statistics per agent in the agent data group, and per agent in the MU. You can view your contact statistics for a selected past date, week, or month. The date or range selected corresponds to the contact statistics data currently displayed in the screen. To change the date or range of your contact statistics data that is currently displayed in the StatsViewer, see Calendar, 1-129.

IMPORTANT: Since the contact statistics shown in the agent data group and MU columns are averages per agent, the comparisons between these numbers and the agent's contact statistic numbers may not be meaningful if the agents in the agent data group or MU work different tour lengths. For example, agents who work longer tours (more hours) will probably answer more contacts during the day, and therefore their contact statistics will be well above the average per agent in the agent data group or MU. Similarly, agents who work shorter tours (fewer hours) will answer fewer contacts during the day and their contact statistics will be well below the average per agent in the agent data group or MU. The StatsViewer allows you to view your individual contact statistic totals per day, week, month, or year-to-date, and to compare those numbers to the average contact statistics per agent in the selected agent data group and MU. See Calendar, 1-129 for information on how to select dates. Multiple tables containing contact statistics may be shown similar to the example displayed in Figure 1-49. The following information applies to all statistics tables for all views (daily, weekly, monthly and year-to-date).

IMPORTANT: Be aware that the contact statistics shown in the MU column are based on the statistics for only the types of contacts you have handled. This value does not include statistics for agents in the MU that did not handle the same contact types as you. To see the averages broken down by queue, check the show details check box as described in Show details, 1-131.

Data to be displayed

The first column of all tables lists the data items that you have chosen to view in the StatsViewer. If the agent-level preferences file indicates that a field should be shown, but the agent data group configuration indicates that the field should be hidden, then the field will be hidden. (This may happen if the agent data group configuration is changed after preferences had already been entered at the agent-level.) If all fields are to be hidden, then none of the tables are displayed. In this case, the following text is shown in place of the data tables. "No data items have been selected for display. Please click on the "My Preferences" link at the top of this page, and go to the StatsViewer tab to choose the data items you would like to see."

The second column of all tables contains agent contact statistics. This column is labeled with your agent name. This text is always listed in black text with bold font.

The third column of all tables contains the MU's contact statistics. This column is labeled with the MU ID and name. To the left of each MU statistic, the appropriate icon is displayed if the supervisor has indicated icons to be used for numbers that are within, over, and under certain thresholds. Numbers are be displayed in over, under, and within threshold colors. See Thresholds, 1-136 for more information on threshold colors and icons.

The fourth column of all tables contains the agent data group's contact statistics. The description of the agent data group that has been selected for the MU is shown in the header of this column, followed by the values assigned to the agent (for example: "Supervisor: Mike Shaw"). To the left of each agent data group statistic, the appropriate icon is displayed if the supervisor has indicated icons to be used for numbers that are within, over, and under certain thresholds. Numbers are displayed in over, under, and within threshold colors. See Thresholds, 1-136 for more information on threshold colors and icons.

If no data group has been selected for the MU, or if the agent has no value assigned for the selected agent data group, then the fourth column is not displayed in any of the tables.

NOTE: It is assumed that you have been assigned your agent data group value for the entire date range shown. Therefore, if your agent data group value has been changed, this will cause the group statistics to be incorrect for past days on which you are assigned the old value.

NOTE: For each day in the selected date range, the MU values that are shown pertain to the MU to which you currently belong. Therefore, if you have moved from one MU to another during the selected range, the MU data being shown may not be the MU to which you belonged on that date.

Totals Table

The first table that is displayed is labeled either "Daily Totals", "Weekly Totals", "Monthly Totals" or "YTD Totals" depending on the format currently being used.

This table contains total statistics for the date, week, month, or for the year-to-date. If no agent contact statistics exist for the currently selected time period, then the text "No data available" is shown below the date range text, in place of the contact statistics. In this case, none of the statistics sections will be shown. The sum of the contact statistics for each queue (or skill) will equal the total shown in the Totals table for the day, week, month, or year-to-date (depending on the format being viewed).

Queue / Skill Data Tables

Below the totals table, one table will be shown for each skill or queue for which you have contact data for the currently selected day, week, or month.

These tables will only be shown if the "Show details"option has been set by the supervisor for the agent data group (or MU) to which you belong. In addition, if you are allowed to enter StatsViewer preferences, then you may choose whether to hide or show these tables. The setting in the "Show details" field in the "Data Display" area of this page determines whether or not the tables are shown. See Show details, 1-131.

The label of each table is the name of the queue or the skill for which data are displayed. For example, if you have handled calls from the "Sales" and "Service" queues during the currently selected time period, then two tables labeled "Sales" and "Service" will be listed below the totals table. These table are listed in ascending ASCII order by queue or skill name.

If no contact statistics exist for the agent for the currently selected time period, then no queue or skill tables will be displayed.

MU and Agent Data Group Statistics

The agent data group and MU contact statistics are an average per agent, and will only include data pertaining to the types of contacts that you have handled in the currently selected date range. This is so agent performance will only be compared with the performance of other agents who handle the same type of contacts as you. If the MU column or the agent data group statistics column is not shown, then your supervisor has not given you permission to view this data.

NOTE: It is assumed that you have been assigned your agent data group value for the entire date range shown. Therefore, if your agent data group value has been changed, this will cause the group statistics to be incorrect for past days on which you are assigned the old value.

NOTE: For each day in the selected date range, the MU values that are shown will pertain to the MU to which you currently belong. Therefore, if you have moved from one MU to another during the selected range, the MU data that are shown may not be the MU to which you belonged on that date.

Comparison Methods

The selected comparison method determines the information that is to be displayed in the agent data group and MU columns in all tables.

In the example below, the second column (agent) shows the agent contact statistic totals, the third column (MU) shows the average contact statistic totals per agent in the MU, and the fourth column (agent data group) shows the average contact statistic totals per agent in the agent data group.



Similarly, the numbers that are shown for MU columns are the agent's numbers minus the MU's numbers. Refer to the following StatsViewer example.



If you would like to change the comparison method, click the Comparison drop down list and select one of the above comparison methods. The screen will be refreshed to show the selected comparison method.

If the selected comparison method is either "Difference" or "% Difference" negative numbers are shown with a minus sign (-).

The text in the agent columns is shown in bold font, while the agent data group and MU columns is shown in non-bold font.

Thresholds

Your supervisor can select colors to represent values that are over, under, and within certain threshold values. Contact statistics values are displayed using these colors. Icons that represent values within threshold, over threshold, and under threshold can also be selected by your supervisor. If icons have been set up, then these icons will be displayed beside the statistic values.

Over Threshold Condition

To determine if a statistic is over threshold, the agent data group/MU number is subtracted from the agent statistic number, then this value is divided by the agent data group/MU number and multiplied by 100. If this value is greater than the over threshold percentage, then this is an "over threshold" value and the agent data group / MU number is displayed in the "over threshold" color. In addition, if an "over threshold" icon has been selected, then this icon is shown to the left of the agent data group/MU numbers.

Under Threshold Condition

To determine is a statistic is under threshold, the agent data group/MU number is subtracted from the agent statistic number, then this value is divided by the agent data group/MU number and multiplied by 100. If this value is greater than the negative under threshold percentage, then this is an "under threshold" value and the agent data group/MU number is displayed in the "under threshold" color. In addition, if an "under threshold" icon has been selected, then this icon is shown to the left of the agent data group/MU numbers.

If no thresholds are defined, then the MU and agent data group text is shown in black. The text in the agent columns is always shown in black. In this case, if a "within threshold" icon has been selected, then it is shown to the left of the agent data group or MU numbers.

Contact Statistics

The following contact statistics are included in the StatsViewer screen for the logged-in agent, and for the selected agent data group and the MU. All data in the StatsViewer are view-only.

In Contacts - Daily

Agent In Contacts - This is the total number of incoming contacts that the logged-in agent took on the currently selected date.

Agent Data Group In Contacts - This is the sum of the incoming contacts taken by all agents in the selected agent data group for the associated day, divided by the number of agents in the agent data group who have contacts data on this day.

MU In Contacts - This is the sum of the incoming contacts taken by all agents in the MU for the associated day, divided by the number of agents in the MU who have contacts data on this day.

NOTE: For skill and queue, this is the number of the agent/agent data group/MU's incoming contacts that are associated with the skill or queue.

In Contacts - Weekly, Monthly, and YTD

Agent In Contacts (Weekly, Monthly, YTD) - This is the sum of Agent incoming contacts for each day in the selected range.

Agent Data Group In Contacts (Weekly, Monthly, YTD) - This is the sum of agent data group incoming contacts for each day in the selected range.

MU In Contacts (Weekly, Monthly, YTD) - This is the sum of the MU incoming contacts for each day in the selected range.

Talk Time - Daily

Agent Talk Time - This is the total amount of time that the logged-in agent spent on incoming contacts on the selected date.

Agent Data Group Talk Time - This is the sum of the Talk Time for all agents in the selected agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.

MU Talk Time - This is the sum of the Talk Time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.

NOTE: For skill and queue, this is the amount of time the agent and agents in the agent data group/MU spent on incoming contacts associated with the skill or queue.

Talk Time - Weekly, Monthly, and YTD

Agent Talk Time (Weekly, Monthly, YTD) - This is the sum of the agent's Talk Time fields for each day in the selected range.

Agent Data Group Talk Time (Weekly, Monthly, YTD) - This is the sum of the agent data group Talk Time for each day in the selected range.

MU Talk Time (Weekly, Monthly, YTD) - The is the sum of the MU Talk Time for each day in the selected range.

Work Time - Daily

Agent Work Time - This is the total amount of time that the logged-in agent spent in after contact work on the selected date.

Agent Data Group Work Time - This is the sum of the Work Time for all agents in the selected agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.

MU Work Time - This is the sum of the Work Time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.

NOTE: For skill and queue, this is the amount of after call work time spent on contacts associated with the skill or queue.

Work Time - Weekly, Monthly, and YTD

Agent Work Time (Weekly, Monthly, YTD) - This is the sum of the agent's Work Time for each day in the selected range.

Agent Data Group Work Time (Weekly, Monthly, YTD) - This is the sum of the agent data group's Work Time for each day in the selected range.

MU Work Time (Weekly, Monthly, YTD) - This is the sum of the MU's Work Time for each day in the selected range.

Total Time - Daily

Agent Total Time - This is the agent's Talk Time plus Work Time.

Agent Data Group Total Time - This is the selected agent data group's Talk Time plus the agent data group's Work Time.

MU Total Time - This is the MU's Talk Time plus the MU's Work Time.

Total Time - Weekly, Monthly, and YTD

Agent Total Time (Weekly, Monthly, YTD) - This is the agent's Talk Time plus Work Time for the selected range.

Agent Data Group Total Time (Weekly, Monthly, YTD) - This is the agent data group's Talk Time plus Work Time for the selected range.

MU Total Time (Weekly, Monthly, YTD) - This is the MU's Talk Time plus Work Time for the selected range.

ATT (Average Talk Time) - Daily

Agent ATT - This is the logged-in agent's average Talk Time. It is calculated by dividing the agent's Talk Time by the agent's incoming contacts.

Agent Data Group ATT - This is the selected agent data group's Talk Time divided by the agent data group's incoming contacts.

MU ATT - This is the MU's Talk Time divided by the MU's incoming contacts.

ATT (Average Talk Time) - Weekly, Monthly, and YTD

Agent ATT (Weekly, Monthly, YTD) - This is the logged in agent's average talk time for the range. It is calculated by dividing the agent's total Talk Time for the selected range by the agent's total incoming contacts for the selected range.

Agent Data Group ATT (Weekly, Monthly, YTD) - This is the agent data group's total Talk Time for the selected range divided by the agent data group's incoming contacts for the selected range.

MU ATT (Weekly, Monthly, YTD) - This is the MU's total Talk Time for the selected range divided by the MU's incoming contacts for the selected range.

AWT (Average Work Time) - Daily

Agent AWT - This is the logged-in agent's average work time. It is calculated by dividing the agent's Work Time by the incoming contacts

Agent Data Group AWT - This is the selected agent data group's Work Time divided by the agent data group's incoming contacts.

MU AWT - This is the MU's Work Time divided by the MU's incoming contacts.

AWT (Average Work Time) - Weekly, Monthly, and YTD

Agent AWT (Weekly, Monthly, YTD) - This is the logged in agent's average work time for the range. It is calculated by dividing the agent's total Work Time for the selected range by the agent's total incoming contacts for the selected range.

Agent Data Group AWT (Weekly, Monthly, YTD) - This is the agent data group's total Work Time for the selected range divided by the agent data group's incoming contacts for the selected range.

MU AWT (Weekly, Monthly, YTD) - This is the MU's total Work Time for the selected range divided by the MU's incoming contacts for the selected range.

AHT (Average Handle Time) - Daily

Agent AHT - This is the logged-in agent's average handle time. It is calculated by dividing the agent's Total Time by the agent's incoming contacts.

Agent Data Group AHT - This is the selected agent data group's Total Time divided by the agent data group's incoming contacts.

MU AHT - This is the MU's Total Time divided by the MU's incoming handled.

AHT (Average Handle Time) - Weekly, Monthly, and YTD

Agent AHT (Weekly, Monthly, YTD) - This is the logged in agent's average handle time for the range. It is calculated by dividing the agent's Total Time for the selected range by the agent's total incoming contacts for the selected range.

Agent Data Group AHT (Weekly, Monthly, YTD) - This is the agent data group's Total Time for the selected range divided by the agent data group's incoming contacts for the selected range.

MU AHT (Weekly, Monthly, YTD) - This is the MU's Total Time for the selected range divided by the MU's incoming contacts for the selected range.

Out Contacts - Daily

Agent Out Contacts - This is the total number of outgoing contacts that the logged-in agent made on the selected day.

Agent Data Group Out Contacts - This is the sum of the outgoing contacts for all agents in the agent data group for the selected day, divided by the number of agents in the agent data group who have contacts data on this day.

MU Out Contacts - This is the sum of the outgoing contacts for all agents in the MU for the selected day, divided by the number of agents in the MU who have contacts data on this day.

NOTE: For skill and queue, this is the number of outgoing contacts that are associated with the skill or queue.

Out Contacts - Weekly, Monthly, and YTD

Agent Out Contacts (Weekly, Monthly, YTD) - This is the sum of the agent's outgoing contacts for each day in the selected range.

Agent Data Group Out Contacts (Weekly, Monthly, YTD) - This is the sum of the agent data group's outgoing contacts for each day in the selected range.

MU Out Contacts (Weekly, Monthly, YTD) - This is the MU's sum of the outgoing contacts for each day in the selected range.

Out Time - Daily

Agent Out Time - This is the total amount of time that the logged-in agent spent on outgoing contacts on the selected date.

Agent Data Group Out Time - This is the sum of the Out Time for all agents in the selected agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.

MU Out Time - This is the sum of the Out Time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.

NOTE: For skill or queue, this is the number of outgoing contacts that are associated with the skill or queue.

Out Time - Weekly, Monthly, and YTD

Agent Out Time (Weekly, Monthly, YTD) - This is the sum of the agent's Out Time for each day in the selected range.

Agent Data Group Out Time (Weekly, Monthly, YTD) - This is the sum of the agent data group's Out Time for each day in the selected range.

MU Out Time (Weekly, Monthly, YTD) - This is the MU's sum of the Out Time for each day in the selected range.

System Time - Daily

Agent System Time - This is the total amount of time that the agent spent logged in to the ACD on the selected date.

Agent Data Group System Time - This is the sum of the System Time for all agents in the selected agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this day.

MU System Time - This is the sum of the System Time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this day.

NOTE: For skill and queue, this is the login time associated with that skill or queue.

System Time - Weekly, Monthly, and YTD

Agent System Time (Weekly, Monthly, YTD) - This is the sum of the agent's Out Time for each day in the selected range.

Agent Data Group System Time (Weekly, Monthly, YTD) - This is the sum of the agent data group's System Time for each day in the selected range.

MU System Time (Weekly, Monthly, YTD) - This is the MU's sum of the System Time for each day in the selected range.

Changing Data Formats

You may change the following in you want to alter the way the View Only data is displayed on the StatsViewer screen:

Printing Your Contact Statistics

StatsViewer allows you to print out your contact statistic totals for the range of days currently retrieved in the StatsViewer. Click the Print button on the toolbar. The print preview window, containing a preview of the agent's contact statistic totals for the selected date(s) are displayed.

At this time, your contact statistic totals have not been printed. To print the contact statistics, click the File menu in your Print Preview Window and choose the Print menu option. Depending on the browser you are using, this may bring up a window allowing you to choose which printer that you wish to use. Normally, the default is fine and you should just click the OK button.

NOTE: It is important that you close your Print Preview window after viewing/printing your contact statistics. Logging off StatsViewer or closing the StatsViewer window does not close the Print Preview window. Therefore, if you do not close the Print Preview window, anyone accessing the PC after you will be able to view your previewed contact statistics.


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