Agent Statistics

Calculates current statistics for agents, which are then displayed in a tabular format.

Call Center Terminology:

  • Contact: A single interaction between a customer and the contact center. This interaction could be through various channels such as a phone call, email, chat, or social media message.

  • Hierarchy Group: Hierarchy Group is a way to organize your contact center into a multi-level structure that reflects your business operations. This could be based on geographical location, departments, or any other criteria that suit your business needs.
    Hierarchy Groups can be used to manage and monitor the performance of different sections of your contact center. For example, you can assign managers to specific groups, allowing them to oversee the performance of agents within their group. You can also use hierarchy groups to route contacts based on the skills or attributes of agents within a group. This Grid requires Amazon Kinesis Stream enabled.

Columns

  • Agent ID – The unique identifier assigned to the agent. This ID is used to track the agent’s activities and performance.

    Contains values of Agents type.

  • Average Handle Time (deprecated) – The average duration that the agent spent on handling each contact.

    This is a deprecated metric. Refer to the ‘Average Handle Time’ column in the ‘Agent Statistics Historical’ Grid Calculation Function.

  • Average Talk Time (deprecated) – The average duration that the agent’s contacts spent off hold.

    This is a deprecated metric. Refer to the ‘Average Talk Time’ column in the ‘Agent Statistics Historical’ Grid Calculation Function.

  • Call Duration – The total duration of the agent’s current contact. This includes the time spent on hold, talking, and any after-contact work including time spent in a Missed status.

  • Call State – The current status of the agent’s contact. This could be ‘On Hold’, ‘Talking’, ‘After Contact Work’, etc. Missed calls are also included in this metric with the ‘Missed’ status.

  • Calls Abandoned (deprecated) – The number of contacts that disconnected while being presented to the agent.

    This is a deprecated metric. Refer to the ‘Calls Abandoned’ column in the ‘Agent Statistics Historical’ Grid Calculation Function.

  • Calls Handled (deprecated) – The total number of contacts that were successfully handled by the agent.

    This is a deprecated metric. Refer to the ‘Calls Handled’ column in the ‘Agent Statistics Historical’ Grid Calculation Function.

  • Calls Missed – The number of contacts that were routed to the agent but not answered in a timely manner. This could be due to the agent being unavailable, busy, or not accepting the contact.

  • Calls Offered – The total number of contacts that have been presented to the agent. This includes handled, abandoned and missed calls.

  • Current Duration – The duration since the Current State change.

  • Current State – The current status of the agent’s contact if there are any, otherwise the current status of the agent. Unlike the Call State column, this one also displays contacts that have already ended but have some work still being performed on them by the agent.

  • Duration – The total duration that the agent has spent in their current status. This could be ‘Available’, ‘On Call’, ‘After Contact Work’, etc.

  • State – The current status of the agent. This could be ‘Available’, ‘On Call’, ‘After Contact Work’, etc.

    Contains values of States type.

  • Team – The team that the agent is a part of. This is used to group agents together for reporting purposes.

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Hierarchy Group Level 1 – Allows you to select from a list of hierarchy groups of level 1.

  • Agent Hierarchy Group Level 2 – Allows you to select from a list of hierarchy groups of level 2.

  • Agent Hierarchy Group Level 3 – Allows you to select from a list of hierarchy groups of level 3.

  • Agent Hierarchy Group Level 4 – Allows you to select from a list of hierarchy groups of level 4.

  • Agent Hierarchy Group Level 5 – Allows you to select from a list of hierarchy groups of level 5.

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