Statistics Available to Select in Skylight

The following statistics are available to select in Skylight. For statistic definitions, see Data Dictionary.

Agent Statistics
Active Interactions Available Resources Away Resources Busy Resources Idle Resources Conversation Starts Conversation Time Customer Holds Customer Satisfaction Score Initiated Transfers Interaction Abandon Time Interaction Handle Time Customer Transfers Count Queue Abandon Time Queue Abandons	Queue Callbacks Answered Queue Callbacks Requested Queue Length Queue Time Resource Conversation Time Resource Handle Time Resource Initiated Customer Hold Time Resource Talk Time Resource Wrap Up Time Service Level Work Accepted Work Accepted Time Work Offered Work Rejected

 

Queue Statistics
Active Interactions Conversation Time Customer Holds Customer Satisfaction Score Initiated Transfers Interaction Abandon Time Interaction Handle Time Queue Abandons Queue Callbacks Answered Queue Callbacks Requested Queue Length	Queue Time Resource Conversation Time Resource Handle Time Resource Initiated Customer Hold Time Resource Talk Time Resource Wrap Up Time Service Level Work Accepted Work Accepted Time Work Offered Work Rejected

 

Tenant Statistics
Active Interactions Available Resources Away Resources Busy Resources Idle Resources Calls Answer Percent Conversation Starts Conversation Time Customer Holds Customer Satisfaction Score Initiated Transfers Interaction Abandon Time Interaction Handle Time Queue Abandon Time Queue Abandons Queue Callbacks Answered	Queue Callbacks Requested Queue Length Queue Time Resource Conversation Time Resource Handle Time Resource Initiated Customer Hold Time Resource Logged In Time Resource Response Time Resource Talk Time Resource Wrap Up Time Service Level Work Accepted Work Accepted Time Work Offered Work Rejected