Agent Name |
Shows the name of the agent.
Used As: Row Segment
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Interval |
Shows the time duration for which the Agent Details report is generated. |
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Last seven Days |
Multimedia Profile Type
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Shows the type of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and
Exclusive.
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Channel Type |
Shows the media type of the contact, such as voice, email, or chat.
Used As: Row Segment
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Login Count |
Shows the total number of logins in which contacts of a specific channel type were configured for the agent.
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Channel Type: voice, chat, email |
Count of Agent Channel ID
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Contact Handled |
Shows the total number of contacts handled. |
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Sum of Outdial Connected Count + Sum of Connected Count |
Staff Hours |
Shows the total amount of time the agent was logged in. |
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Sum of Realtime Update Timestamp - Sum of Login Timestamp
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Initial Login Time |
Shows the date and time at which the agent first logged in. |
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Minimum Login Timestamp |
Final Logout Time |
Shows the date and time at which the agent last logged out. |
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Maximum Logout Timestamp |
Occupancy |
Shows the percentage of time the agent spent on the call compared to the available time and the idle time. |
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((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration))
/ (Maximum Logout Timestamp - Minimum Login Timestamp)
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Idle Count |
Shows the number of times the agent went into the Idle state. |
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Sum of Idle Count |
Total Idle Time |
Shows the total amount of time the agent spent in the Idle state. |
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Sum of Idle Duration |
Average Idle Time |
Shows the average duration for which the agent was in the Idle state. |
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Sum of Idle Duration / Sum of Idle Count |
Available Count |
Shows the number of times the agent went into the Available state. |
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Sum of Available Count |
Total Available Time |
Shows the total amount of time the agent spent in the Available state. |
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Sum of Available Duration |
Average Available Time |
Shows the average length of time an agent was in the Available state. |
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Sum of Available Duration / Sum of Available Count |
Inbound Reserved Count |
Shows the number of times an agent went into the Inbound Reserved state. |
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Sum of Ringing Count |
Inbound Reserved Total Time |
Shows the total amount of time an agent spent in the Reserved state (time duration after a call comes in to an agent’s station
but is not yet answered).
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Sum of Ringing Duration |
Average Inbound Reserved Time |
Shows the average length of time an agent was in the Inbound Reserved state. |
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Sum of Ringing Duration / Sum of Ringing Count |
Inbound Hold Count |
Shows the number of times an agent put an inbound caller on hold. |
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Sum of Hold Count |
Inbound Hold Total Time |
Shows the total amount of time the inbound calls were on hold. |
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Sum of Hold Duration |
Average Inbound Hold Time |
Shows the average hold time for inbound calls. |
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Sum of Hold Duration / Sum of Hold Count |
Inbound Connected Count |
Shows the number of inbound calls that were connected to an agent. |
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Sum of Connected Count |
Inbound Connected Total Time |
Shows the total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include
the Idle Time, Hold Duration, or Consult Time.
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Sum of Connected Duration |
Inbound Contact Total Time |
Shows the total amount of time an agent was connected to inbound calls. |
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Sum of Connected Duration + Sum of Hold Duration |
Average Inbound Contact Time |
Shows the average inbound contact time. |
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(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count |
Outdial Reserved Count |
Shows the number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial
call, but the call isn’t connected yet.
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Sum of Outdial Ringing Count |
Outdial Reserved Total Time |
Shows the total amount of time an agent was in the Outdial Reserved state. |
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Sum of Outdial Ringing Duration |
Average Outdial Reserved Time |
Shows the average amount of time an agent was in the Outdial Reserved state. |
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Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Outdial Hold Count |
Shows the number of times an agent put an outbound caller on hold. |
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Sum of Outdial Hold Count |
Outdial Hold Total Time |
Shows the total amount of time the outbound calls were on hold. |
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Sum of Outdial Hold Duration |
Average Outdial Hold Time |
Shows the average hold time for outbound calls. |
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Sum of Outdial Hold Duration / Sum of Outdial Hold Count |
Outdial Attempted Count |
Shows the number of times an agent attempted to make an outdial call. |
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Sum of Outdial Ringing Count |
Outdial Connected Count |
Shows the number of outdial calls that were connected to an agent. |
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Sum of Outdial Connected Count |
Outdial Connected Total Time |
Shows the total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include
the Idle Time, Hold Duration, or Consult Time.
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Sum of Outdial Connected Duration |
Outdial Contact Total Time |
Shows the total amount of time an agent was connected to outdial calls. |
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Sum of Outdial Connected Duration + Sum of Hold Duration |
Average Outdial Contact Time |
Shows the average outdial contact time. |
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(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count |
Sudden Disconnected Count |
Shows the number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination
site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.
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Sum of Disconnected Count |
Inbound Wrapup Count |
Shows the number of times an agent went into the Wrapup state after an inbound call. |
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Sum of Wrapup Count |
Inbound Wrapup Total Time |
Shows the total amount of time an agent spent in the Wrapup state after an inbound call. |
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Sum of Wrapup Duration |
Average Inbound Wrapup Time |
Shows the average length of time an agent was in the Wrapup state after an inbound call. |
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Sum of Wrapup Duration / Sum of Wrapup Count |
Outdial Wrapup Count |
Shows the number of times an agent went into the Wrapup state after an outbound call. |
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Sum of Outdial Wrapup Count |
Outdial Wrapup Total Time |
Shows the total amount of time an agent spent in the Wrapup state after an outbound call. |
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Sum of Outdial Wrapup Duration |
Average Outdial Wrapup Time |
Shows the average length of time an agent was in the Wrapup state after an outbound call. |
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Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count |
Not Responding Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the
agent.
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Sum of Not Responded Count |
Not Responding Total Time |
Shows the total amount of time an agent spent in the Not Responding state. |
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Sum of Not Responded Duration |
Average Not Responding Time |
Shows the average length of time an agent was in the Not Responding state. |
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Sum of Not Responded Duration / Sum of Not Responded Count |
Consult Answer Count |
Shows the number of times an agent answered a consult request from another agent. |
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Sum of Consult Count |
Consult Answer Total Time |
Shows the total amount of time an agent spent answering consult requests. |
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Sum of Consult Duration |
Average Consult Answer Time |
Shows the average length of time an agent spent answering consult requests. |
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Sum of Consult Duration / Sum of Consult Count |
Consult Request Count |
Shows the number of times an agent sent a consult request to another agent. |
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Sum of Consult Request Count |
Consult Request Total Time |
Shows the total amount of time an agent spent consulting other agents. |
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Sum of Consult Request Duration |
Average Consult Request Time |
Shows the average length of time an agent spent consulting other agents. |
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Sum of Consult Request Duration / Sum of Consult Request Count |
Consult Count |
Shows the number of times an agent answered a consult request from another agent |
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Sum of Consult Answer Count |
Total Consult Time |
Shows the total amount of time an agent spent answering consult requests. |
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Sum of Consult Answer Duration |
Average Consult Time |
Shows the average length of time an agent spent answering consult requests. |
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Sum of Consult Answer Duration / Sum of Consult Answer Count |
Conference Count |
Shows the number of times an agent initiated a conference call. |
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Sum of Conference Count |
Inbound CTQ Request Count |
Shows the number of times an agent initiated a consult to queue while handling an inbound call. |
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Sum of CTQ Request Count |
Inbound Total CTQ Request Time |
Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call. |
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Sum of CTQ Request Duration |
Inbound CTQ Answer Count |
Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an inbound call. |
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Sum of CTQ Answer Count |
Inbound Total CTQ Answer Time |
Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call. |
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Sum of CTQ Answer Duration |
Outdial CTQ Request Count |
Shows the number of times an agent initiated a consult-to-queue request while handling an outdial call. |
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Sum of Outdial CTQ Request Count |
Outdial CTQ Total Request Time |
Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial
call.
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Sum of Outdial CTQ Request Duration |
Outdial CTQ Answer Count |
Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an outdial call. |
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Sum of Outdial CTQ Answer Count |
Outdial CTQ Total Answer Time |
Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial
call.
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Sum of Outdial CTQ Answer Duration |
Agent Transfer |
Shows the number of times an agent transferred an inbound call to another agent. |
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Sum of Agent To Agent Transfer Count |
Agent Requeue |
Shows the number of times an agent requeued an inbound call. |
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Sum of Agent Transfer To Queue Request Count |
Blind Transfer |
Shows the number of times an agent transferred an inbound call to either an external or third-party Dial Number (DN) through
the Interactive Voice Response (IVR) without agent intervention.
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Sum of Blind Transfer Count |
Inbound Average Handle Time |
Shows the average length of time an agent spent handling an inbound call. |
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(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count |
Outdial Average Handle Time |
Shows the average length of time an agent spent handling an outbound call. |
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(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |