My Stats – Zailab

The My Stats pop-up enables the agent to view their daily statistics. You can find it by clicking on the My Stats tile as seen below.

The My Stats dashboard will look like the two images below.

The My Daily Statistics will be broken down into the following headings below:

Agent Rating:

Agent survey scores are calculated and displayed here as a percentage.

Interaction Counts:

This is self-explanatory as the count of each of the interactions on a daily basis will be indicated here with the following categories below:

Inbound Work Calls - Indicates the Total Inbound Contact Centre calls the agent handled.
Outbound Work Calls - Indicates the Total Outbound Contact Centre calls the agent handled (only connected calls count towards the total).
Inbound Private Calls - Indicates the amount of inbound Private calls handled.
Outbound Private Calls - Indicates the amount of outbound Private calls handled (only connected calls count towards the total).
Internal Calls - Indicates the number of internal calls
Emails - Indicates the total amount of sent and received emails handled by the agent
SMS - Indicates the amount of SMSs sent and received.
WebChat - indicates the total amount of Inbound WebChats handled.
Instant Message - Indicates the total amount of Instant Messages handled.
No Response - Indicates the number of times that you went into a not responding state.
Transferred - Indicates the total amount of transfers (blind + warm transfers)
Prospects - Indicates the number of Prospects

Prospect Conversation Outcome:

Successful - Shows the number of Prospects handled today that had a successful outcome. Note that this stat will reset at the organisation’s midnight.
Pending - Shows the number of Prospects handled today that had a pending outcome. Note that this stat will reset at the organisation’s midnight.
Unsuccessful - This shows the number of Prospects handled today that had an unsuccessful outcome. Note that this stat will reset at the organisation’s midnight.

All the above is a handy overview of the agent's interaction count on the various categories for the day.

On Duty:

The On Duty stats provide the following information:

Waiting - Shows the Total amount of time that the Agent was waiting for work and is a daily stat. Note that this stat will reset at the organisation’s midnight.
True Work - True work combines handle time, and not responding (conversing + not responding = true work). Note that this stat will reset at the organisation’s midnight.
True Not Responding - This will increment if the agent is in a waiting state and goes into a not responding state. True Not Responding will not increment if the agent goes into a not responding state while conversing. Note that this stat will reset at the organisation’s midnight.
Not Responding - This shows the Total amount of time that the Agent was in a Not Responding state either by rejecting the interactions or the interactions timing out. Note that this stat will reset at the organisation’s midnight

Handle Time:

The Handle Time Stats provide the following information:

Dial Time - This indicates the time it takes until the call is connected. Note that this stat will reset at the organisation’s midnight.
Talk Time - Shows the Total amount of time that the Agent spent interacting. ( this is the talk portion of a call, excluding wrap-up and hold time). NB: Talk time stat also increases while being connected on all CC interaction types (email, SMS, web chat, etc.) and not just on calls. Note that this stat will reset at the organisation’s midnight.
Hold Time - Shows the Total amount of time that the Agent placed a call on hold in order to consult with the Team Leader or another party to find an available member or more information allowing the Agent to better handle the call. The time is calculated from the time the Agent puts the caller on hold plus the duration of the customer being on hold while the agent is making a consultation. Note that this stat will reset at the organisation’s midnight.
Wrap-Up - This shows the Total amount of time that the Agent spent wrapping up the interactions. Note that this stat will reset at the organisation’s midnight.

Off Duty:

The Off-Duty Stats provide the following information when selecting your presence on your dashboard: