The Threads statistics widget of the Monitoring tab displays the statistics on the agents’ work within the current day. The graph data is updated every 15 minutes and you can see the time since the last update in your WP. You can also update the data by reloading the page in the browser.
The widget contains two tabs: Threads and Your agents.
On the Threads tab of the widget, use the following graphs:
- Number of incoming threads –This graph shows the number of threads that were received by agents in their personal queues by the hour in the current day. The statistics in this graph is grouped by agents, but it does not duplicate: if more than one agent processes the thread (for example, when one agent transfers it to another one), the system counts this thread in for the last person who processes it.
The system shows the data by the hour (from 12 a.m. – 12:59 a.m. to 11 p.m. – 11:59 p.m.).
Dark columns in the graph represent the number of threads received by all agents, and the light columns – by the selected agents.
- Number of incoming threads per agent – This graph shows the number of threads received by the selected agents and the amount of time for which they have been logged in.
On the Your agents tab of the widget, you can see the Agents workload level graph. It also only reflects the data on the selected agents detailed for each of the statuses they have had within the current day.