Agent Statistics¶

Displays aggregated Agent statistics for the current day in a tabular format. For more information, see the Webex API documentation.

Columns¶

Agent Id – The ID of the agent.

Contains values of Agent Id type.
Channel Type – The name of the Channel Type.

Contains values of Channel Type type.
Tasks Accepted – The number of assigned tasks that were accepted by the agent.
Tasks Assigned – The number of tasks assigned to the agent during the agent session.
Tasks Offered – The number of tasks offered to the agent during the agent session.
Tasks Rejected – The number of assigned tasks that were rejected by the agent.
Tasks Transferred – The number of tasks the agent transferred to another agent.
Team Id – The ID of agent’s current team.

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

Contains values of Team Name type.
Total Available Time – The amount of time outside of the idle time when an agent was available and handling contacts after logging in.
Total Engaged Duration – The amount of time the agent was engaged with customers.
Total Hold Duration – The amount of time for which customers were put on hold.
Total Unavailable Time – The amount of time the agent was unavailable.
Total Wrap Up Duration – The amount of time spent by the agent wrapping up customer interactions.

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.

This Grid function supports these intervals:

Interval Type: Hour, Number of Intervals: 1-24, Interval Offset: 0-24

Interval Offset 0 means current interval.