Introduction

The “Skill Statistics” component allows you to consult operational metrics of a skill (for example, connected agents, agents in Ready, calls in queue, or service level) and save that result in a variable. With this data, you can automate decisions within the flow (for example, routing the customer through different paths) or even send the statistic to an agent using the “Attach” component.

This component is in the Statistics group and is available in Voice, Interaction, Chat, and CRM + Webhook routing points.

Configuration

1. Double-left-click on the component to open its configuration panel.
2. Configure its fields:
   • In “Skill statistic result variable”, type the name of the variable where you want to store the data.
     • Example: $agentsinready
     • Recommendation: use descriptive names based on the metric (for example, $queue_calls, $sl_20min, $wait_time).
   • In “Select the statistic to obtain”, choose one of the available options:
     • agents_login: number of connected agents.
     • agents_ready: number of agents in Ready status.
     • queue_calls: number of calls on hold / in queue.
     • service_level_day: service level of the skill for the day.
     • service_level_last_20min: service level of the skill in the last 20 minutes.
     • expected_waiting_time: approximate waiting time to handle the next interaction.
   • In “Select the Skill”, choose the skill from which you want to extract the statistic.
   • Click “Save skill statistic” to apply the changes.