Agent Groups events

Agent Groups Events

The following real-time events are available across the total agents in your organisation.

Event	Description
All Agents Last Call Duration	The duration of the last voice call to or from all agents across your organisation. This statistic does NOT reset overnight.
All Agents Total Call Count	The total number of incoming voice call connection attempts and outgoing voice calls to and for all agents across your organisation. This statistic resets overnight. The equivalent historical statistic is the Calls (Incoming and Outgoing) statistic. See the *storm* VIEW Historical Data Source Reference Guide for details.
All Agents Total Incoming Call Count	The total number of incoming voice call connection attempts to all agents across your organisation. This statistic resets overnight. The equivalent historical statistic is the Incoming Call Attempts statistic. See the *storm* VIEW Historical Data Source Reference Guide for details.
All Agents Total Incoming Calls Answered	The total number of incoming voice calls answered by all agents across your organisation. This statistic resets overnight. The equivalent historical statistic is the Answered Communications statistic. See the *storm* VIEW Historical Data Source Reference Guide for details.
All Agents Total Incoming Calls Failed	The total number of incoming voice calls that were routed to but not answered by agents across your organisation. This statistic resets overnight. The equivalent historical statistic is the Failed Calls statistic. See the *storm* VIEW Historical Data Source Reference Guide for details.
All Agents Total Incoming Calls Lost	The total number of incoming voice calls that were routed to but not answered by agents across your organisation. This statistic resets overnight.
All Agents Total Outgoing Call Count	The total number of outgoing calls and messages made by all agents. This statistic resets overnight. The equivalent historical statistic is the Outgoing Calls (Manual) statistic. See the *storm* VIEW Historical Data Source Reference Guide for details.
All Agents Total Agents Available	The total number of agents currently in the ‘Available’ status across your organisation.
All Agents Total Agents in Call Setup	The total number of agents across your organisation who are currently dialling a call or whose phone is currently ringing, or who are in a 'setup' status prior to handling a call or message.
All Agents Total Agents in Wrap	The total number of agents across your organisation who are currently in Wrap-Up.
All Agents Total Agents Logged On	The total number of agents across your organisation who are currently logged in.
All Agents Total Agents on Outgoing Calls	The total number of agents currently across your organisation who are handling an outbound call or message.
All Agents Total Agents Taking Incoming Calls	The total number of agents across your organisation who are currently handling an incoming call or message.
All Agents Total Agents Unavailable	The total number of agents across your organisation who are currently in an ‘Unavailable’ status.

The following real-time events are available for each agent group in your organisation.

Note: if agent groups are missing from the list, your storm administrator may have restricted you from seeing them. See Effect of Access Profiles on Dashboard Statistics.

Selectable event	Displayed as	Description
TRAFFIC IN	<Agent Group> Total Incoming	The total number of incoming voice call connection attempts and text-based communications to all agents in the agent group. This statistic resets overnight. The equivalent historical statistic is the Incoming Communication Attempts statistic when dimensioned on Agent Group. See the *storm* VIEW Historical Data Source Reference Guide for details.
TRAFFIC ANS	<Agent Group> Total Answered	The total number of incoming voice calls answered and text-based communications received by all agents in the agent group. This statistic resets overnight. The equivalent historical statistic is the Answered Communications statistic when dimensioned on Agent Group. See the *storm* VIEW Historical Data Source Reference Guide for details.
TRAFFIC FAIL <Agent Group> Total Failed	<Agent Group> Total Failed	The number of incoming voice calls that the system attempted to route to an available agent that were not answered by the selected agent, or any incoming text-based communication to this agent group that was not received by an agent. This statistic resets overnight. The equivalent historical statistic is the Failed Calls statistic when dimensioned on Agent Group. See the *storm* VIEW Historical Data Source Reference Guide for details.
TRAFFIC OUT	<Agent Group> Total Outgoing	The number of outgoing communications initiated by agents in this group. This statistic resets overnight.
NUMBER OF AGENTS LO	<Agent Group> Agents Logged On	The number of agents in the agent group who are currently logged in.
NUMBER OF AGENTS AV	<Agent Group> Agents Available	The number of agents in the agent group who are currently in the ‘Available’ status.
NUMBER OF AGENTS IN	<Agent Group> Agents on Incoming Calls	The number of agents in the agent group who are currently handling incoming calls.
NUMBER OF AGENTS OUT	<Agent Group> Agents on Outgoing Calls	The number of agents in the agent group who are currently on outgoing calls.
NUMBER OF AGENTS SET	<Agent Group> Agents in Call Setup	The number of agents in the agent group who are currently in the ‘Call Setup’ status
NUMBER OF AGENTS WRP	<Agent Group> Agents in Wrap	The number of agents in the agent group who are currently in the ‘Wrapup’ status
NUMBER OF AGENTS UN	<Agent Group> Agents Unavailable	The number of agents in the agent group who are currently in the ‘Unavailable’ status