My statistics today (small banner)

[Reading time: 2 minutes]

Overview

The My Statistics Today tab in the small banner displays your personal daily statistics.

Data is reset every day, giving you an up-to-date view of your activity across all channels. This tab helps agents track their productivity and manage their performance during the day.

1. Layout and Metrics

At the top, a half-donut chart shows the distribution of your daily activities based on activity categories:

• Processing – time spent on activities categorized as processing
• Productive unavailability (= Production) – time spent in productive breaks
• Unproductive unavailability (= Pause) – time spent in non-productive breaks

Below the chart, four squares display the total duration in HH:MM:SS format for the following categories:

• Processing – time spent on processing activities
• Connection – total time connected during the day
• Production – productive unavailability
• Pause – non-productive unavailability

Only Smart interactions are taken into account in these statistics.

2. Channel-specific Statistics

The tab is divided into three channels: Voice, Email, and Messaging. Each channel shows both incoming and outgoing interactions.

Note: APT = Average Processing Time

Voice

• Incoming:
  • Processed
  • APT
• Outgoing:
  • Number of calls made
  • APT

Email

• Incoming:
  • Processed
  • APT
• Outgoing:
  • Number of emails sent
  • APT

Messaging

• Incoming:
  • Processed
  • APT
• Outgoing:
  • Number of SMS sent
  • APT

3. Notes

• If an interaction is currently in progress, it will be displayed above the statistics in the same tab.

• The four squares (Processing, Connection, Production, Pause) are common across all three channels.