Omni-Channel Metrics Available in Live Card

Current count of work items actively in progress.

• Assigned: Work items that have been routed to a service rep but not yet opened.
• Open: Work items that service reps have opened and are actively working on.
• Paused: Work items that are in paused status.
• ACW (After Conversation Work): Work items in wrap-up mode after the main interaction has ended but before the work item record is closed.

Count of work items completed over time.

• Canceled: Work items that were canceled before a service rep could accept them; for example, the customer ends a chat before the service rep accepts the work item.
• Closed: Work items that were completed and closed by the service rep.
• Declined: Work items that service reps declined.
• Declined (Push Timeout): Work items that were automatically declined because the service rep didn't accept them within the push timeout window. If set, a push timeout reassigns work when it's not accepted in the specified time.
• Transferred: Work items that were transferred to another queue, skill, or service rep before completion.
• Unavailable: Work items for which the assigned service rep became unavailable; for example, the service rep logged out before the work item was accepted or declined.

Service representative capacity.

• Total: The primary capacity configured for the service reps across all work types.
• Used: The portion of the service reps' primary capacity currently occupied by active work items.
• Available: The remaining primary capacity the service rep has to take on new work items.
• Total Interruptible: The total capacity configured specifically for interruptible work items.
• Used Interruptible: The portion of interruptible capacity currently occupied by active interruptible work items.
• Available Interruptible: The remaining interruptible capacity the service rep has to take on new interruptible work items.

Shows the current count of service reps with each status.

• At Capacity: Service reps are online but are at full capacity so they aren't assigned more work.
• Online: Service reps are online, but not necessarily available with spare capacity to accept new work items.
• Busy: Service reps are logged into Omni-Channel but have Busy status, so aren't assigned any new work.
• Idle: Service reps are available but don't have any active work items.