##### Example Customer Views

# Agents and Places

Customer views are views of your contact center. The following example views are available for Agents and Places:

- Telephony View Templates

- Telephony Status and Time Usage

- Telephony Hourly / Telephony Daily

- E-Mail View Templates

- E-Mail Status and Hourly / E-Mail Status and Daily

- Chat View Templates

- Chat Status and Hourly / Chat Status and Daily

- Chat Supervisor

## Telephony View Templates

### Telephony Status and Time Usage

Statistic Group | Statistic Long Name | Short Name | Description
Status | Agent Status / Place Status | Status | Current state (status) of a specified agent/place—for example, Inbound, Outbound, Consult, and so on. Statistic Type: CurrentAgentState
Time Usage | Total Login Time | Login | Total amount of time that the agent/place has been logged in. Note: Not Monitored time (switch disconnected from Stat Server) is not counted as logged-in time. Statistic Type: Total_Login_Time
Total Talk Time | Talk | Total amount of time that the agent/place has been in any of the following call-handling states (statuses): Inbound Outbound ASM Outbound Consult Internal Unknown Statistic Type: TotalTalkStatusTime
Total Available Time | Available | Total amount of time that the agent/place has been in the Available state (waiting for calls). Statistic Type: Total_Wait_Agent_St_Time
Total ACW Time | ACW | Total amount of time that the agent/place has been performing after-call work. Statistic Type: TotalAfterCallWorkStatusTime
Total Not Ready Time | Not Ready | Total amount of time that the agent/place has been in Not Ready state. Statistic Type: TotalNotReadyStatusTime

### Telephony Hourly / Telephony Daily

Statistic Group | Statistic Long Name | Short Name | Description
Performance | Total Inbound Calls | Inbound | Total number of inbound calls handled by the agent/place. Statistic Type: Total_Calls_Inbound
Average Inbound Time | Avg Inbound | Average length of inbound calls handled by the agent/place. Statistic Type: AverInboundStatusTime
Total Outbound Calls | Outbound | Total number of outbound calls handled by the agent/place. Statistic Type: Total_Calls_Outbound
Average Outbound Time | Avg Outbound | Average length of outbound calls handled by the agent/place. Statistic Type: AverOutboundStatusTime
Total Consult Calls | Consult | Total number of consultation calls handled by the agent/place. Statistic Type: Total_Calls_Consult
Average Consult Time | Avg Consult | Average length of consultation calls handled by the agent/place. Statistic Type: AverConsultStatusTime
Average Handle Time | Avg Handle | Average length of complete inbound and outbound calls (including after-call work) handled by the agent/place. Statistic Type: AverHandleStatusTime
Total Internal Calls | Internal | Total number of internal calls handled by the agent/place. Statistic Type: Total_Calls_Internal

## E-Mail View Templates

### E-Mail Status and Hourly / E-Mail Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | E-Mail In Processing | Processing | Number of interactions currently being processed. When applied to an Agent Group, the number of interactions currently being processed by all agents in the Agent Group. Statistic Type: CurrentInteractionInProcessing
Performance | Average E-Mail Processing Time | Avg Processing | Average amount of time required to process an interaction. Statistic Type: The following formula is used to calculate this statistic: AverageInteractionProcessingTime
Total E-Mail Offered | Offered | Total number of interactions offered for processing. Statistic Type: TotalNumberInteractionsOffered
Total E-Mail Accepted | Accepted | Total number of interactions offered and accepted. Statistic Type: TotalNumberInteractionsAccepted
Total E-Mail Rejected | Rejected | Total number of interactions offered and rejected. Statistic Type: TotalNumberInteractionsRejected
Total E-Mail Pulled | Pulled | Total number of interactions pulled from any queue. Statistic Type: TotalNumberInteractionsPulled
Total Terminated | Terminated | Total number of interactions terminated. Statistic Type: TotalNumberInboundInteractionsStopped
Total E-Mail Transferred | Transferred | Total number of interactions transferred. Statistic Type: TotalNumberInboundTransfersMade
Total Outbound E-Mail | Outbound | Total number of outbound interactions. Statistic Type: TotalNumberOutboundInteractionsInitiated
Total Internal E-Mail | Internal | Total number of internal interactions. Statistic Type: TotalNumberInternalInteractionsInitiated
Total E-Mail Timed Out | Timed Out | Total number of interactions revoked because of prolonged inactivity. Statistic Type: TotalNumberInteractionsTimedOut

## Chat View Templates

### Chat Status and Hourly / Chat Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | Chats In Processing | Processing | Total number of chat interactions at the moment of measurement. Statistic Type: CurrentInteractionInProcessing
Performance | Average Chat Processing Time | Avg Processing | Average amount of time that chat interactions spent at the desktop. Statistic Type: AverageInteractionProcessingTime
Total Chat Transfers Made | Trans Made | Total number of chat interaction transfers made. Statistic Type: TotalNumberTransfersMade
Total Chat Transfers Taken | Trans Taken | Total number of chat interaction transfers taken. Statistic Type: TotalNumberTransfersTaken
Total Chat Conferences Initiated | Conf Initiated | Total number of successful attempts to initiate a chat conference or add another participant to an existing conference. Statistic Type: TotalNumberConferencesInitiated
Total Chat Conferences Joined | Conf Joined | Total number of conference requests accepted. For interactions that were conferenced more than once to this resource, and that were accepted, this stat type counts each instance separately. Statistic Type: TotalNumberConferencesJoined
Total Chat Coaching Requests | Coaching Reqs | Total number of chat coaching requests submitted by the agent. StatisticType: TotalNumberInteractionsInvitedForCoaching
Total Chats Coached | Coached | Total number of chat sessions coached by the supervisor. Statistic Type: TotalNumberBeingCoached
Total Chats Monitored | Monitored | Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberBeingMonitored

### Chat Supervisor

Statistic Group | Statistic Long Name | Short Name | Description
Hourly Performance | Total Chats Monitored (Hourly) | Monitored | Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberMonitoringInitiated
Total Chats Coached Upon Request (Hourly) | Coached On Request | Total number of chat sessions coached when requested by the agent. Statistic Type: TotalNumberCoachingByRequestInitiated
Total Chats Coached Via barge-in (Hourly) | Coached Via Barge In | Total number of chat sessions coached when initiated by the supervisor. Statistic Type: TotalNumberCoachingByIntrusionInitiated
Total Chats Conferenced Via barge-in (Hourly) | Conferenced Via barge-in | Total number of chat sessions conferenced when initiated by the supervisor. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion
Daily Performance | Total Chats Monitored (Daily) | Monitored | Total number of chat sessions monitored by the supervisor. Statistic Type: TotalNumberMonitoringInitiated
Total Chats Coached Upon Request (Daily) | Coached On Request | Total number of chat sessions coached when requested by the agent. Statistic Type: TotalNumberCoachingByRequestInitiated
Total Chats Coached Via barge-in (Daily) | Coached Via Barge In | Total number of chat sessions coached when initiated by the supervisor. Statistic Type: TotalNumberCoachingByIntrusionInitiated
Total Chats Conferenced Via barge-in (Daily) | Conferenced Via barge-in | Total number of chat sessions conferenced when initiated by the supervisor. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion