Statistics Available to Select in Skylight Desktop

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

Agent Statistics
Customer Satisfaction Score Customer Transfers Count Initiated Transfers Count Interaction Holds Count Queue Callbacks Answered Count Resource Conversation Starts Count	Resource Wrap Up Time Work Accepted Count Work Accepted Time Work Offered Count Work Rejected Count

 

Queue Statistics
Calls Answered Percent Customer Satisfaction Score Interactions Offered Time Queue Abandon Time Queue Abandons Count	Queue Length Queue Time Resource Handle Time Resource Time To Answer Service Level

 

Tenant Statistics

Calls Answered Percent Conversation Time Count of Available Resources Count of Away Resources Count of Busy Resources Count of Idle Resources Count of Interactions Being Offered Count of Logged In Resources Count of Not Ready Resources Count of Offline Resources Count of Ready Resources Customer Satisfaction Score Interaction Handle Time Interaction Starts Count Interactions In Conversation Count Percentage of Resources Available Percentage of Resources Away Percentage of Resources Busy Percentage of Resources Idle

Percentage of Resources Logged In Percentage of Resources Not Ready Percentage of Resources Offline Percentage of Resources Ready Queue Abandon Time Queue Abandons Count Queue Callbacks Answered Count Queue Callbacks Requested Count Queue Callbacks Unanswered Count Queue Length Queue Time Resource Handle Time Resource Time To Answer Service Level Work Accepted Count Work Accepted Time Work Offer Time Work Offered Count Work Rejected Count