Agent Statistics Social

Calculates social 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 social interactions that were assigned to the Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalSocialsAssigned

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

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: longestAssignedTimeForSocial

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.