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queues-stats-metrics

Overview​

The Flex Real Time Queues view can be enhanced by adding columns with other queue metrics to the Queues Data Table.

This feature can be configured to add the following additional metrics columns:

  • Assigned
    • The number of active tasks that are assigned
  • In wrap up
    • The number of active tasks that are wrapping
  • Activity
    • Displays the number of agents per activity, rather than per availability, unlike the out of box column

Natively Flex displays the Active tasks count per queue. The Active task count is the sum of Assigned Tasks and Wrapping Tasks. Displaying these metrics separately may give Supervisors additional insight into how their agents are performing.

You may also use this feature as a starting point to implement your own custom metrics.

Setup​

This feature can be enabled via the flex-config attributes. Just set the queues_stats_metrics enabled flag to true and enable the new columns as needed.

      "queues_stats_metrics": {
        "enabled": false,
        "assigned_tasks_column": true,
        "wrapping_tasks_column": true,
        "agent_activity_stats_column": true
      },

Flex User Experience​

QueuesViewMetrics