Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)
Teams - Daily
The following information is displayed in the Daily section of the Metrics Dashboard:
- Total Calls Handled (Answered and Missed) – Answered indicates the total of all calls answered by agents for the selected Team(s). Missed indicates the total of all calls missed by agents for the selected Team(s).
- Total Chats Handled (Answered and Missed) – Answered indicates the total of all chats answered by agents for the selected Team(s). Missed indicates the total of all chats missed by agents for the selected Team(s).
- Total Callbacks Handled (Answered and Missed) – Answered indicates the total of all answered callbacks by agents for the selected Team(s). Missed indicates the total of all missed callbacks by agents for the selected Team(s).
- Total Calls Transferred – The total number of calls transferred by all agents for the selected Team(s).
- Total Emails Handled (Answered and Missed) – Answered indicates the total of all answered emails by agents for the selected Team(s). Missed indicates the total of all missed emails by agents for the selected Team(s).
- Total Calls Out – The total number of outbound calls made by all agents for the selected Team(s).
- Avg Time Available – The average time in the Available state across all agents in the selected Team(s).
- Avg Time Busy - On Call – The average time in the Busy-On Call state across all agents in the selected Team(s)
- Avg Time Busy - Wrap-up – The average time in the Busy-Wrap Up state across all agents in the selected Team(s).
- Avg Time Busy - On Break – the average time in the Busy-On Break state across all agents in the selected Team(s).
- Avg Time Busy - Out Call – The average time in the Busy-Out Call state across all agents in the selected Team(s).
- Avg Time Busy - Other – The average time in the Busy Other state across all agents in the selected Team(s).
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)