Allocation
| Statistic Name | Description | Function/Formula |
API Name |
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Allocation |
The agent’s load, which is represented as a decimal. The load is calculated by the number of interactions the agent is handling out of the maximum number of interactions they can handle (the agent's capacity) . For example, if an agent is working with one SMS interaction and can work with a maximum of two concurrently, 0.5 is shown. |
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Included in the following data sets:
Note: Some functions/formulas for this information may not be available.
Agent Session