Realtime insights

The Smart Omni-Routing Channel system provides detail metrices of the following:

• Agent availability - Provides insights on the number of agents that are in 'Ready' state for any particular queue.
• Conversation position in queue - Keeps track of queued conversations as they make their way through the system. You can find and communicate to the customer their current position relative to other conversations in the queue.
• Queue stats - Provides various realtime metrics about the queue.

Below are few examples of other metric that can be useful:

Metric	Description
AWT (Average Wait Time)	The average time required for a work item to be picked up by an agent. THis time is measured in seconds.
Available Workers	The number of agents, provisioned to specified queue, that are available to connect to customer.
Offline Workers	The number of agents logged out of agent tools and unavailable from the routing system.
Reserved Work Items	The current number of conversations for which an agent has been reserved.
Not Ready Workers	The number of agents logged in to agent tool but unavailable to connect to a customer.
Used Capacity	The number of agents that have a conversation assigned.
Available Capacity	The number of agents that are available to be assigned to conversation.