Hello Todd,
It might be helpful to review this documentation.
But to help answer your question On Queue Time has Idle and Interacting. Idle means the agent is onqueue and available to take the next interaction while interacting means the agent is currently on a call, chatting etc.
Generally interacting time is higher than onqueue time because they agents can interact with a customer in other status. Such as customer meetings.
For example if a customer calls in and is received by an onqueue agent and the customer wants to have a screen share the agent then can move their status to Meeting but still have the interaction, but this would remove the onqueue presence from them.
Hope this helps!
Cheers,
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Cam
Online Community Manager/Moderator
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Original Message:
Sent: 11-01-2024 09:42
From: Todd Dixon
Subject: On Queue/Idle/Interacting
Hello, Can someone provide me with a clear understanding of what constitutes On Queue Time, what categories fall into this status, Idle, Interacting, ... ? Also what constitutes idle time in an outbound campaign? Why would an agents interacting time be higher than their on queue time?
#Reporting/Analytics
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Todd Dixon
Call Center Manager
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