Work Offer Time

AKA: Avg Work Offer Time, Max Work Offer Time, Min Work Offer Time, Interactions Offered Time

Statistic Name	Description	Function/Formula	API Name
Work Offer Time	The amount of time between when an agent is offered work and one of the following occurs: the agent accepts the work, the agent rejects the work, or the customer disconnects before the agent either accepts or rejects the work.	Maximum, Minimum, Average, Total, Count	work-Offer-Time
Interactions Offered Time	The amount of time an interaction spent being offered to agents throughout the life of the interaction.		interactions-offered-time

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Agent Quality

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Contact

Service Level by Queue

Performance by Queue

Performance by Channel

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Message Detail

Recording & Messaging by Agent

Interaction Agent