WebStation:
The StatsViewer page displays productivity statistics from the ACD or multimedia server for an agent. You can view statistics in daily, weekly, monthly, or year-to-date formats. Icons and colors indicate performance above or below expectations.
For detailed information, see:
To view daily, weekly, and monthly summary productivity statistics:
Log in to NICE WebStation.
Select WebStation > StatsViewer on the navigation bar.
On the StatsViewer page:
If there is no agent data group selected for the agent’s MU or if the agent has no assigned value for the selected agent data group, the system hides the agent data group column.
The data in the agent data group and MU columns only include statistics for queues or skills in the agent’s records to allow you to compare other agents who answer the same types of contacts.
The agent column displays your statistics for the selected date range, regardless of the MU you belong to on the dates in the date range.
The MU column displays data for the selected date range, using the MU you belong to on the last date in the date range, for all agents who belong to the MU on this date.
The agent data group value column displays data for the selected date range, using the agent data group value assigned to you on the last date in the date range, for all agents in the MU assigned the agent data group value on this date.
Select an option from the Time Format drop-down list to change the time format of the statistics.
Select one of these options from the Comparison drop-down list to change the method of comparison between the agent and the agent data group or MU:
None: Displays the average agent data group and MU statistics.
Difference: Displays the agent's statistics minus the average assigned agent data group statistics and the agent's statistics minus the average MU statistics.
% Difference: Displays the agent's statistics minus the average assigned agent data group statistics and the agent's statistics minus the average MU statistics, expressed as percentages.
Select or clear the Show Details option to show or hide the statistics for each queue or skill. If you select the option, the system displays a table of statistics for each queue or skill.
Use the StatsViewer page to view your personal contact statistics and, if allowed, compare them with the assigned agent data group and MU statistics. When you select the WebStation > StatsViewer menu item on the navigation bar, the StatsViewer page displays your contact statistics for the current date, defaulting to the daily format.
The system receives periodic data updates for contact statistics on the StatsViewer page every 15 or 30-minutes. For more information, see Periodic Data Updates for NICE WebStation.
Note
The system only updates data for a CT containing work journal queues between 2 and 4 times a day, not every 15 or 30 minutes as it does for non-work journal queues. So, depending on the time of the last update, the StatsViewer data may not reflect the latest data for these CTs or queues.
On the StatsViewer page, you can view your personal contact statistics in Daily, Weekly, Monthly, and Year-to-Date views, by selecting on of these tabs: DAILY, WEEKLY, MONTHLY, and YEAR-TO-DATE.
Figure 94 StatsViewer - Daily View (Details Shown)
Refer to these topics:
On the StatsViewer page, you can view contact statistics for different dates using the monthly calendar displayed next to the statistics table. The dates selected on the calendar correspond to the statistics data currently displayed on the StatsViewer page. The selected dates on the calendar appear above the displayed contact statistics.
The calendar highlights the days for which your contact statistics exist. When you click on a highlighted date on the calendar, the StatsViewer page displays your contact statistics for the selected date. The system disables all other dates on the calendar.
The days of the week begin with the MU's start day of week.
Click on a day on the calendar to view your statistics for that date.
Click the W link at the beginning of each row on the calendar to view your statistics for the selected week, in the Weekly view.
Click the Left arrow or Right arrow next to the month and year above the calendar to view the calendar one month at a time for each year.
When you click the Left arrow or Right arrow, the calendar selects the same day in the previous or next month (if possible). If the day of the month previously selected does not exist in the newly displayed month, the calendar selects the last day of the newly displayed month instead. For example, if you select August 31 on the calendar, when you click the Right arrow, the calendar selects September 30, since September does not have 31 days. If contact statistics exist for this date, the StatsViewer page displays your statistics for the selected day in the newly displayed month.
The calendar highlights the dates for which contact statistics exist. The calendar shows dates for which you are viewing contact statistics in black text. Dates for which you are not viewing contact statistics that have no data display as disabled color text.
This section allows you to select options for the data display fields. Refer to these topics:
This is the format in which StatsViewer displays time value statistics. Select one of these Time Format options:
SSSSSS - where SSSSSS is seconds
SSSSSS.S - seconds with 1 decimal place
SSSSSS.SS - seconds with 2 decimal places
MMMM:SS - where MMMM is minutes and SS is seconds
HH:MM:SS - where HH is hours, MM is minutes, and SS is seconds
This field defaults to the value set on the Supervisor WebStation StatsViewer Configuration page, or SSSSSS, if no preference exists.
Select a Comparison option to change the method of comparison between the agent and the agent data group or MU. The selected comparison method determines the data displayed in the agent data group and MU columns in all tables. Select one of these comparison methods: None, Difference, % Difference. The page refreshes to show the selected comparison method.
If the selected comparison method is Difference or % Difference, negative numbers display with a minus sign (-).
Text in the agent column is bold font, and it shows the agent data group and MU columns in regular font.
This field defaults to the value set on the Supervisor WebStation StatsViewer Configuration page, or None, if no preference exists.
When the comparison method is None, the system displays the agent contact statistics for the selected date range, with the average contact statistics for agents in the assigned MU and agent data group.
Example: The second column (agent) shows the agent contact statistics, the third column (MU) shows the average contact statistics for agents in the MU, and the fourth column (agent data group) shows the average contact statistics for agents in the agent data group.
Figure 95
When the comparison method is Difference, the calculation for the difference in agent contact statistics for the selected date range is:
DifferenceMUStatistics = AgentContactStatistics - AverageMUStatistics
DifferenceAgentDataGroupStatistics = AgentContactStatistics - AverageAgentDataGroupStatistics
Figure 96
When the comparison method is % Difference, the calculation for the percentage difference in agent contact statistics for the selected date range is:
%DifferenceMUStatistics = ((AgentContactStatistics - AverageMUStatistics )/ AgentContactStatistics) x 100
%DifferenceAgentDataGroupStatistics = ((AgentContactStatistics - AverageAgentDataGroupStatistics) / AgentContactStatistics) x 100
Figure 97
The setting in this field determines whether StatsViewer displays the statistics for each queue or skill. This field defaults to selected. If you do not select the Show Details option, the StatsViewer only displays the agent total statistics for the selected date range. If you select this option, StatsViewer displays your queue or skill statistics as well as agent total statistics for the selected date range. That is, StatsViewer displays each queue or skill for which statistics exist for you in the selected date range in separate tables, below the Totals table.
This field only appears if the supervisor configured the MU or agent data group to allow agents to view details.
You can view your personal contact statistics in Daily, Weekly, Monthly, or Year-to-Date views, by selecting the DAILY, WEEKLY, MONTHLY, or YEAR-TO-DATE tabs. The system uses the daily format by default with the current date selected when you enter the StatsViewer page. Icons appear next to the statistics if the supervisor selected to show icons. Icons and colors indicate performance above or below expectations.
If no data exists for the time range you selected, No data available appears below the date range text, in place of the contact statistics. If data exists for part of the selected time range (week, month, or current year), the existing data displays with the date range text for the selected range. For example, Data exist <earliest date> - <latest date> appears below the date range text, to show the earliest and latest dates in the selected range where data exists.
Refer to these topics:
The daily view shows total statistics for the selected date.
The title of the daily summary table is Daily Totals.
The date text above the daily statistics shows the selected day and date (for example, Sunday, May 15, 2011).
Use the Left arrow and Right arrow buttons to display the daily statistics for the previous or next dates.
The weekly view shows total statistics for the selected week; no date-specific data is available using this format.
The title of the weekly summary table is Weekly Totals.
The date range text above the weekly statistics shows the start and end dates of the selected week (for example, May 8, 2011 - May 14, 2011).
Use the Left arrow and Right arrow buttons to display the weekly statistics for the previous or next weeks.
The monthly view shows total statistics for the selected month; no date-specific data is available using this format.
The title of the monthly summary table is Monthly Totals.
The date range text above the monthly statistics shows the start and end dates of the selected month (for example, May 1, 2011 - May 31, 2011).
Use the Left arrow and Right arrow buttons to display the monthly statistics for the previous or next months.
The year-to-date view shows total statistics for the date range beginning on the first day of the year, up to and including the current date.
The title of the year-to-date summary table is YTD Totals.
The date range text above the year-to-date summary table shows the selected date range from the first day of the year to the current date (for example, January 1, 2011 - May 11, 2011).
The StatsViewer allows you to view your individual contact statistics in daily, weekly, monthly, or year-to-date formats and to compare those numbers to the average contact statistics for each agent in the agent data group, and for each agent in the MU. To change the date range of your contact statistics data currently displayed in StatsViewer, see Calendar.
Note
The contact statistics in the agent data group and MU columns include the statistics for only the types of contacts you handle. This value does not include statistics for agents in the MU that did not handle the same contact types as you. To see the averages broken down by queue or skill, select the Show Details option as described in Show Details.
You can view contact statistics in daily, weekly, monthly, or year-to-date formats.
In StatsViewer:
The agent column displays your statistics for the selected date range, regardless of the MU you belong to on the dates in the date range.
The MU column displays data for the selected date range, using the MU you belong to on the last date in the date range, for all agents who belong to the MU on this date.
The agent data group value column displays data for the selected date range, using the agent data group value assigned to you on the last date in the date range, for all agents in the MU assigned the agent data group value on this date.
Refer to these topics:
Agent column
The total number of inbound contacts you handled on the selected date.
MU column
The sum of the inbound contacts handled by all agents in the MU for the associated day, divided by the number of agents in the MU who have contacts data on this day.
Agent Data Group column
The sum of the inbound contacts handled by all agents in the agent data group for the associated day, divided by the number of agents in the agent data group who have contacts data on this day.
For skill and queue, this is the number of inbound contacts associated with the skill or queue.
Agent column
The sum of your inbound contacts for each day in the selected range.
MU column
Tum of the daily average of the MU's inbound contacts for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's inbound contacts for each day in the selected range.
Agent column
The total talk time you spent on inbound contacts on the selected date.
MU column
The sum of the talk time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.
Agent Data Group column
The sum of the talk time for all agents in the agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.
For skill and queue, this is the talk time the agents spent on inbound contacts associated with the skill or queue.
Agent column
The sum of your talk time for each day in the selected range.
MU column
The sum of the daily average of the MU's talk time for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's talk time for each day in the selected range.
Agent column
The total time you spent in after contact work on the selected date.
MU column
The sum of the work time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.
Agent Data Group column
The sum of the work time for all agents in the agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.
For skill and queue, this is the after call work time spent on contacts associated with the skill or queue.
Agent column
The sum of your work time for each day in the selected range.
MU column
The sum of the daily average of the MU's work time for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's work time for each day in the selected range.
Agent column
Your talk time plus work time.
MU column
The MU's talk time plus the MU's work time.
Agent Data Group column
The agent data group's talk time plus the agent data group's work time.
Agent column
Your talk time plus work time for the selected range.
MU column
The MU's talk time plus work time for the selected range.
Agent Data Group column
The agent data group's talk time plus work time for the selected range.
Agent column
Your average talk time. This is your talk time divided by your inbound contacts.
MU column
The MU's talk time divided by the MU's inbound contacts.
Agent Data Group column
The agent data group's talk time divided by the agent data group's inbound contacts.
Agent column
Your average talk time for the range. This is your total talk time for the selected range divided by your total inbound contacts for the selected range.
MU column
The MU's total talk time for the selected range divided by the MU's inbound contacts for the selected range.
Agent Data Group column
The agent data group's total talk time for the selected range divided by the agent data group's inbound contacts for the selected range.
Agent column
Your average work time. This is your work time divided by your inbound contacts.
MU column
The MU's work time divided by the MU's inbound contacts.
Agent Data Group column
The agent data group's work time divided by the agent data group's inbound contacts.
Agent column
Your average work time for the range. This is your total work time for the selected range divided by your total inbound contacts for the selected range.
MU column
The MU's total work time for the selected range divided by the MU's inbound contacts for the selected range.
Agent Data Group column
The agent data group's total work time for the selected range divided by the agent data group's inbound contacts for the selected range.
Agent column
Your average handle time. This is your total time divided by your inbound contacts.
MU column
The MU's total time divided by the MU's inbound contacts.
Agent Data Group column
The agent data group's total time divided by the agent data group's inbound contacts.
Agent column
Your average handle time for the range. This is your total time for the selected range divided by your total inbound contacts for the selected range.
MU column
The MU's total time for the selected range divided by the MU's inbound contacts for the selected range.
Agent Data Group column
This is tThe agent data group's total time for the selected range divided by the agent data group's inbound contacts for the selected range.
Agent column
The total number of outbound contacts you made on the selected day.
MU column
The sum of the outbound contacts for all agents in the MU for the selected day, divided by the number of agents in the MU who have contacts data on this day.
Agent Data Group column
The sum of the outbound contacts for all agents in the agent data group for the selected day, divided by the number of agents in the agent data group who have contacts data on this day.
For skill and queue, this is the number of outbound contacts associated with the skill or queue.
Agent column
The sum of your outbound contacts for each day in the selected range.
MU column
The sum of the daily average of the MU's outbound contacts for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's outbound contacts for each day in the selected range.
Agent column
The total amount of time you spent on outbound contacts on the selected date.
MU column
The sum of the outbound time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this date.
Agent Data Group column
The sum of the outbound time for all agents in the agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this date.
For skill or queue, this is the number of outbound contacts associated with the skill or queue.
Agent column
The sum of your outbound time for each day in the selected range.
MU column
The sum of the daily average of the MU's outbound time for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's outbound time for each day in the selected range.
Agent column
The total amount of time you spent logged in to the ACD on the selected date.
MU column
The sum of the system time for all agents in the MU for the selected date, divided by the number of agents in the MU who have contacts data on this day.
Agent Data Group column
The sum of the system time for all agents in the agent data group for the selected date, divided by the number of agents in the agent data group who have contacts data on this day.
For skill and queue, this is the login time associated with that skill or queue.
Agent column
The sum of your system time for each day in the selected range.
MU column
The sum of the daily average of the MU's system time for each day in the selected range.
Agent Data Group column
The sum of the daily average of the agent data group's system time for each day in the selected range.
To print or print preview the portion of your contact statistics you see in StatsViewer, select or .
Selecting Print Preview displays the statistics data in the print preview window.
Selecting Print displays the standard Windows Print dialog. In the Print dialog, select the print properties and print your statistics data.