Contact List Widget

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The Contact List report lists, by skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, the contacts that are active in the network along with their state, the duration of time the contact has been in the state, and if applicable, the agent who is handling the contact.

This widget provides comprehensive drill-down data of the contacts occurring within your system.

Columns

Column Description
Skill Name The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge name associated with the contact.
State The contact’s current state. This column identifies whether or not the contact is inbound or outbound. The state listed here corresponds to the colored circle next to the skill name.
Time The duration of time the contact has been in the current state.
Agent The agent who is handling the contact, if applicable.
Total The total duration of time the contact has been in NICE inContact.
Campaign The campaign to which the skill belongs.
Media The media typeA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the contact; i.e., phone, email, etc.

Agent State Colors

Color State
Green The agents who are in an available stateThe availability status of an agent. - they are able and read to take calls, chats, etc.
Purple The agents who are in an ACD (inbound) state
Yellow The agents who are in an outbound state
Red The agents who are in an unavailable state
Orange The agents who are in after call work (ACW)
Blue The agents who are in an outbound dialer campaign state