Agent Session Statistics

Displays aggregated Agent session statistics for the current day in a tabular format. The values may appear higher than actual due to sessions that have been active continuously from yesterday through today, including up to midnight.

Columns

  • Agent Id – The ID of the agent. Contains values of Agent Id type.

  • Available Count – The number of times an agent went into the Available state.

  • Average Available Duration – The average amount of time outside of the idle time when an agent was available and handling contacts after logging in.

  • Average Connected Duration – The average amount of time an agent spent in connected state, that is, talking to the customer, during this session (inbound only).

  • Average Consult Duration – The average amount of time an agent spent in answering or making consult requests (for inbound calls).

  • Average Hold Duration – The average amount of time an agent is kept on hold (inbound).

  • Average Idle Duration – The average amount of time spent by an agent in Idle state.

  • Average Not Responded Duration – The average amount of time an agent spent in the Not Responding state (inbound).

  • Average Outdial Connected Duration – The average amount of time an agent spent in the Connected state or in a conference call with another agent while in an outdial call.

  • Average Ringing Duration – The average amount of time, spent by the agent in the Ringing state, during the session (inbound only)

  • Average Wrap Up Duration – The average amount of time an agent was in the Wrap-up state after a call (inbound only).

  • Channel Type – The name of the Channel Type. Contains values of Channel Type type.

  • Idle Count – The number of times an agent went into an Idle state.

  • Session Count – The number of times an agent logged in to the system.

  • Tasks Blind Transfer – The number of times an agent transferred without consulting first.

  • Tasks Callback – The count of callbacks done.

  • Tasks Connected – The number of times an agent was in a Connected state, that is, talking to the customer, during this session (inbound only).

  • Tasks Consult Inbound – The number of times an agent consulted with another agent (inbound only).

  • Tasks Disconnected – 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.

  • Tasks Not Responded – 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.

  • Tasks On Hold – The number of times calls were put on hold by the agent.

  • Tasks Outdial Connected – The number of times an agent was in the Connected state while in an outdial call.

  • Tasks Ringing – The number of times an agent was in a ringing state in this session (inbound only).

  • Tasks Transferred – The number of times an agent transferred inbound contacts to another agent after consult.

  • Tasks Wrap Up – The number of agents in the wrap-up state after a call.

  • Team Name – The name of agent’s current team. Contains values of Team Name type.

  • Total Available Duration – The amount of time outside of the idle time when an agent was available and handling contacts after logging in.

  • Total Connected Duration – The amount of time an agent spent in connected state, that is, talking to the customer, during this session (inbound only).

  • Total Consult Duration – The amount of time an agent spent in answering or making consult requests (for inbound calls).

  • Total Hold Duration – The amount of time an agent is kept on hold (inbound).

  • Total Idle Duration – The average amount of time spent by an agent in Idle state.

  • Total Not Responded Duration – The amount of time an agent spent in the Not Responding state (inbound).

  • Total Outdial Connected Duration – The amount of time an agent spent in the Connected state or in a conference call with another agent while in an outdial call.

  • Total Ringing Duration – The amount of time, spent by the agent in the Ringing state, during the session (inbound only).

  • Total Wrap Up Duration – The amount of time an agent was in the Wrap-up state after a call (inbound only).

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Channel Type – Allows you to select from a list of Channel Types.

  • Competency Level – The minimum profiency level of skill in skill profile. For skill type PROFIENCY.

  • Queues – Allows you to select from a list of Queue names.

  • Skills – Allows you to select from a list of Skill names. If the Skill parameter is filled, it is necessary to fill in some of the parameters SkillsBooleanValue, SkillsEnumValues, SkillsTextValues and CompetencyLevel according to the type of skills specified in the parameter.
    The agent will be displayed if assigned a skill profile that includes any of the skills specified in the parameter, combined with the skill value according to the skill type.

  • Skills Boolean Value – Allows you to select from a list of Skill names with boolean values. For skill type BOOLEAN.

  • Skills Enum Values – Allows you to select from a list of Skill names with enum values. For skill type ENUM.

  • Skills Text Values – Allows you to select from a list of Skill names with text values. For skill type TEXT.

  • Teams – Allows you to select from a list of Team names.