Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

H there

I took the Interacting and Idle and Not responding.  Now I have changed all those columns into minutes.  #'s are close buy you know FP.  The Off Queue #'s 

shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

see attached

H there

I took the Interacting and Idle and Not responding.  Now I have changed all those columns into minutes.  #'s are close buy you know FP.  The Off Queue #'s 

shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

The ON Queue and Off Queue add up to the Logged in

You can get an explanation of each column here - expand available columns to view them.

Hope that helps.

see attached

H there

I took the Interacting and Idle and Not responding.  Now I have changed all those columns into minutes.  #'s are close buy you know FP.  The Off Queue #'s 

shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

Hi Tracy

Yes - That math all lines up.  I've pretty well downloaded all columns in my exercise.

If onqueue = 

If I add up my off queue (busy, meal, break, meeting, available) and subtract from Total Logged in I get a value for OnQueue - which above you say = Interacting + Idle + Non Responding.  The math does NOT add up - not out by much and sometimes a little over but am I missing a column (I don't think so).

We just want the #'s to add up  for when we explain to the managers.

The ON Queue and Off Queue add up to the Logged in

You can get an explanation of each column here - expand available columns to view them.

Hope that helps.

see attached

H there

I took the Interacting and Idle and Not responding.  Now I have changed all those columns into minutes.  #'s are close buy you know FP.  The Off Queue #'s 

shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley

Hi Shirley,

On Queue is "The time spent in the On Queue status for the specified period." which really just means the amount of time the user has their On Queue toggle flipped to "On Queue". It's not the sum of any other columns. One of the reasons this may not be the same as Interacting + Idle + Not Responding is that it's possible to be Interacting and then go Off Queue while still interacting; in this case, the agent continues to increment Interacting time but no longer increments On Queue time. Hope that helps!

Hi Tracy

Yes - That math all lines up.  I've pretty well downloaded all columns in my exercise.

If onqueue = 

If I add up my off queue (busy, meal, break, meeting, available) and subtract from Total Logged in I get a value for OnQueue - which above you say = Interacting + Idle + Non Responding.  The math does NOT add up - not out by much and sometimes a little over but am I missing a column (I don't think so).

We just want the #'s to add up  for when we explain to the managers.

The ON Queue and Off Queue add up to the Logged in

You can get an explanation of each column here - expand available columns to view them.

Hope that helps.

see attached

H there

I took the Interacting and Idle and Not responding.  Now I have changed all those columns into minutes.  #'s are close buy you know FP.  The Off Queue #'s 

shirley

No I was just suggesting :-)

What 3 are you adding together?

Thanks Tracy

So in my example below If I add the 3 columns the math doesn't add up.  Are you saying that I actually have to do it via percentages now?

Shirley

Hi Shirley,

The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).

You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)

Hi Everyone

So I have the first Agent Status Report for one month.  Everything looks good however my director has asked some questions with what "math" is in some categories.  I have all the definitions as well.

We what we know:

Logged in = On Queue + Off Queue (Lines up)

Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)

ON Queue = WHAT - would include that include (see attached) Interacting + ????  For one agent I have . Can't get the math to work - Am I missing a field in my report?

So close :)

Thanks as always

Shirley