09/06/18 19:57 PM  

Pulse - Snapshot Alerts | RingCentral Contact Center

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SummaryPulse for Contact Center, supervisors and managers may get notifications anytime anywhere. Pulse is a perfect supplement to existing Contact Center reporting and monitoring capabilities. This article describes the Pulse Snapshot alerts and the different data elements included.
Details

Pulse - Snapshot Alerts 
 

Skills Snapshot Alert
Agent State Snapshot Alert
Active Contacts Snapshot Alert
 

Skills Snapshot Alert


This Alert type represents metrics indicating the current number of Agents logged into skill, current number of queued contacts and SLA calculated for queued contacts per skill.

Data element nameData Element Description
Number of Available AgentsNumber of Agents in available state on Skill
Number of Idle AgentsNumber of Agents in idle state on Skill
Number of Logged In AgentsNumber of Agents logged into the Skill
Campaign NameName of Campaign that the Skill belongs to. Campaigns are configured in Contact Center Central via Routing > Campaigns menu.
Number of Active ContactsNumber of Active Contacts for the Skill.
Is Outbound SkillIndicates if the Skill is outbound.
Media Type NameThe media type or channel of a contact: Phone Call, Email, Chat, Voicemail, Work Item, SMS, Social.
Currently Queued Contacts CountCurrent number of Contacts in queue for the Skill.
Service Level while waiting in the QueuePercentage of contacts waiting in the queue at the moment that meet the Service Level Threshold.
Skill NameName of Skill configured in Contact Center Central via Routing > Skills menu.
Number of Emails in the Skill QueueNumber of emails in the Skill Queue.
Service Level GoalThe service level goal configured for the Skill.
Service Level ThresholdThe time threshold configured for the Skill. If the contact is answered within threshold it is interpreted as the contact handled within SLA.
Number of Unavailable AgentsNumber of Agents in Unavailable state on the Skill.
Number of Working AgentsNumber of Agents working on the Skill.
Number of Agents in ACWNumber of Agents in after call work state on the Skill.
Parked Emails CountNumber of emails in the parked queue on Skill. The Email Parking feature allows you to "park" inbound emails in order to handle other contacts, without affecting your post-contact work time.
Emails in the personal queueNumber of emails in the personal queue on Skill.


Agent State Snapshot Alert


This Alert type represents information on the current state of all Agents in the business unit. This Alert type is useful if you want to monitor the length of time an Agent stays in a specific state. 

Data element nameData Element Description
Agent NameFirst and Last Agent Name.
Agent StateName of state for the Agent: 'LoggedOut', 'Available', 'Unavailable', 'InboundContact', 'OutboundContact', 'InboundConsult', 'OutboundConsult', 'Dialer', 'LoggedIn'.
Agent in State TimeThe amount of time the Agent is in that state.
Is Agent in ACW StateIndicates if Agent is in ACW state.
Is Outbound SkillIndicates if active Contact is using an outbound Skill.
Media Type NameThe type of media or delivery method associated with the Contact: Phone Call, Email, Chat, Voicemail, Work Item, SMS, Social
Open Contacts NumberNumber of open Contacts assigned to the Agent.
Agent Unavailable State NameThe unique, custom descriptive name of the Agent unavailable status. Values example: Break, Lunch, Training, etc.
Skill NameName of the Skill that the Agent is logged into.
Team NameName of the Team that this Agent belongs to.
From ANIThe phone number from which the call originated or email source of Contact.



Active Contacts Snapshot Alert


This Alert type represents information on the Contacts that are active in the network along with their state, the duration of time the Contact has been in the state, and if applicable, the Agent who is handling the Contact.

Data element nameData Element Description
Agent NameFirst and Last Agent Name
Campaign NameName of the Campaign for the Contact. Campaigns are configured in Contact Center Central via Routing > Campaigns menu.
Contact IDThe Contact ID of a specific Contact attempt.
From ANIThe phone number from which the call originated or email source of Contact
Is Outbound ContactIndicates if Contact is outbound
Is Takeover ContactIndicates if Contact is a takeover—Contact that another Agent or supervisor took over.
Media Type NameThe type of media or delivery method associated with the contact: Phone Call, Email, Chat, Voicemail, Work Item, SMS, Social
Point of Contact NameThe name of the point of Contact within the Skill configuration. The full list of POCs is available via Routing > Point of Contacts menu in Contact Center Central.
Skill NameName of the Skill where the contact is routed to. The full list of skills is available via Routing->Skills menu in Contact Center Central.
Contact StateThe contact's current state: PreQueue, InQueue, Transfer, Hold, Conference, etc.
Agent the Contact was targeted toThe Agent the Contact was targeted to
Team NameName of the Team that the Agent handling the Contact belongs to. Team Name is configured in Contact Center Central via Admin > Users > Teams menu
Contact DestinationDNIS or email destination for Contact
Transfer Indicator NameName of transfer type: 'None', 'ReSkill', 'ReAgent', 'Consult', 'TakeOver'
Contact State DurationThe duration of time the Contact has been in the current state.
Contact Total DurationThe total duration of time the Contact has been in Contact Center.


To view other Pulse topics, go to: Pulse - Overview | RingCentral Contact Center.
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