Agent Statistics Text

Calculates text 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 text interactions that were assigned to the Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsAssigned

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsAssignedInAIDMode

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsAssignedInCherryPickMode

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsClosed

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsTransferredByAgent

  • Transferred To Agent – The number of closed text interactions that were transferred to the Agent by other Agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsTransferredToOtherAgents

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

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalTextInteractionsTransferredToQueue

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.