Contact States by Skill Widget

Required permissions: Contact States By Skill

Refresh rate: 5 seconds

The Contacts States by Skill widget displays the current contacts that are active in the network, grouped by skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. The x-axis shows the skill name of the queue each contact is currently in and the y-axis shows the number of contacts that are currently active. This widget is valuable because it provides a different way for a supervisor to look at the number of contacts within each state sorted by skill.