Agent Statistics Chat

Calculates chat statistics for agents. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Agent Id – The ID of the Agent.

  • Assigned – The number of chat interactions that were assigned to the Agent (Preview and Proactive chats are not included).

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsAssigned

  • Assigned AID – The number of chat interactions assigned to the Agent by AID.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsAssignedInAIDMode

  • Assigned Cherry Pick – The number of closed chat interactions assigned to the Agent in cherry pick mode.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsAssignedInCherryPickMode

  • Assigned Preview – The number of preview chat interactions that were accepted by or assigned to the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalPreviewChatsAssigned

  • Assigned Proactive – The number of proactive chat interactions that were accepted by or assigned to the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalProactiveChatsAssigned

  • Avg Handle Time – The value in seconds calculated after a disposition is set for a campaign chat interaction. Handle time - Time to process a chat interaction (chat time + wrap-up time [after-chat work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of chats during the time interval selected in the Time Range options.

  • Avg Handle Time Preview – The value in seconds calculated after a disposition is set for a campaign chat interaction. Handle time - Time to process a chat interaction (chat time + wrap-up time [after-chat work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of chats during the time interval selected in the Time Range options.

  • Avg Handle Time Proactive – The value in seconds calculated after a disposition is set for a campaign chat interaction. Handle time - Time to process a chat interaction (chat time + wrap-up time [after-chat work time]). Average handle time - Total handle times of all queues in the campaign divided by the total number of chats during the time interval selected in the Time Range options.

  • Closed – The number of closed chat interactions by the Agent. Interaction is complete and finalized.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsClosed

  • Closed Preview – The number of closed Preview chat interactions.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalPreviewChatsClosed

  • Closed Proactive – The number of closed Proactive chat interactions.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalProactiveChatsClosed

  • Longest Assigned Time – The longest time the Agent was assigned to chat interaction for.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: longestAssignedTimeForChat

  • Longest Assigned Time Preview – The longest interaction time for the assigned Preview chat interaction for the Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: longestAssignedTimeForPreviewChat

  • Longest Assigned Time Proactive – The longest interaction time for an assigned Proactive chat interaction for the Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: longestAssignedTimeForProactiveChat

  • Transferred By Agent – The number of chat interactions that the Agent forwarded to other Agents or queues.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsTransferredByAgent

  • Transferred To Agent – The number of chat interactions that were transferred to the Agent Group by other Agents.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsTransferredToOtherAgents

  • Transferred To Queue – The number of chat interactions that the agent forwarded to a queue.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalChatsTransferredToQueue

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Groups – Allows you to select from a list of Agent groups.

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

  • Operator – Specifies the logical operator used in combination with the Skill parameter, accepting values of either OR or AND. This parameter cannot be used alone; it is intended to refine filtering criteria based on skill requirements within an application. When the Operator parameter is omitted, the Skill parameter defaults to using the OR operator, meaning any of the specified skills can satisfy the condition.

  • Skills – Allows you to select from a list of skills.