Agent Session Statistics¶
Displays aggregated Agent session statistics for the current day in a tabular format.
Depending on the KPI Function, the following parameters may be used:
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.
Available Count¶
The number of times an agent went into the Available state.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Available Duration¶
The average amount of time outside of the idle time when an agent was available and handling contacts after logging in.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
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).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Consult Duration¶
The average amount of time an agent spent in answering or making consult requests (for inbound calls).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Hold Duration¶
The average amount of time an agent is kept on hold (inbound).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Idle Duration¶
The average amount of time spent by an agent in Idle state.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Not Responded Duration¶
The average amount of time an agent spent in the Not Responding state (inbound).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
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.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Ringing Duration¶
The average amount of time, spent by the agent in the Ringing state, during the session (inbound only)
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Average Wrap Up Duration¶
The average amount of time an agent was in the Wrap-up state after a call (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Idle Count¶
The number of times an agent went into an Idle state.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Blind Transfer¶
The number of times an agent transferred without consulting first.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Callback¶
The count of callbacks done.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Connected¶
The number of times an agent was in a Connected state, that is, talking to the customer, during this session (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Consult Inbound¶
The number of times an agent consulted with another agent (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
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.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
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.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks On Hold¶
The number of times calls were put on hold by the agent.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Outdial Connected¶
The number of times an agent was in the Connected state while in an outdial call.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Ringing¶
The number of times an agent was in a ringing state in this session (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Transferred¶
The number of times an agent transferred inbound contacts to another agent after consult.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Tasks Wrap Up¶
The number of agents in the wrap-up state after a call.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Available Duration¶
The amount of time outside of the idle time when an agent was available and handling contacts after logging in.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Connected Duration¶
The amount of time an agent spent in connected state, that is, talking to the customer, during this session (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Consult Duration¶
The amount of time an agent spent in answering or making consult requests (for inbound calls).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Hold Duration¶
The amount of time an agent is kept on hold (inbound).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Idle Duration¶
The average amount of time spent by an agent in Idle state.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Not Responded Duration¶
The amount of time an agent spent in the Not Responding state (inbound).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
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.
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Ringing Duration¶
The amount of time, spent by the agent in the Ringing state, during the session (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams
Total Wrap Up Duration¶
The amount of time an agent was in the Wrap-up state after a call (inbound only).
Parameters: Agents, Competency Level, Channel Type, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams