Agent Statistics Email

Calculates email 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 email interactions that were accepted by or assigned to the Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsAssigned

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsAssignedInAIDMode

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsAssignedInCherryPickMode

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

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsClosed

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: longestAssignedTimeForEmail

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsTransferredByAgent

  • Transferred To Agent – The number of email interactions that were forwarded to the Agent by other Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsTransferredToOtherAgents

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalEmailsTransferredToQueue

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.