Stats

This feature must be enabled by your manager.

The Stats section enables you to view the following widgets depending on the configuration of your Agent Desktop.

Productivity Widget

The Productivity widget represents your performance versus the performance of top-performing agents. This widget displays the performance statistics of the top five agents logged in to your current service for the last seven days.

• Depending on the configuration of your Agent Desktop, the Productivity statistics are displayed as a spline chart or as a table.

• The Productivity widget is refreshed in the following scenarios:

  • When your state changes to Ready or Not Ready.
  • When you are on a call.
  • When you place a call on hold.
  • When a call is disconnected or dispositioned.
  • When you switch between the tabs.

Term Code Distribution Widget

Term codes (disposition codes) are result codes that represent the outcomes of your calls. (Agents are required to select a termination code when ending a call.) The Term Code Distribution widget represents the number of the following call results for the current day:

• RPC Complete: Includes the 1 - PTP (RPC) termination code category (Promise to Pay Right Party Contacts Complete).
• RPC Incomplete: Includes the 2 - RPC termination code category (Right Party Contacts).

• WPC: Includes the 3 - WPC termination code category (Wrong Party Contacts—the total number of calls that were made to the unintended party).

• Non Contacts: Includes the 4 - OTHER termination code category.
  

  

  The termination code categories (for example, 4 - Other) are defined on the LiveVox Portal.
  

Time Distribution Widget

The Time Distribution widget represents the time you spent in productive and non-productive (Not Ready) states for the current day.