Agent Statistics

Calculates call 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.

  • Average Call Time – The average call time from call connection to hang up - (+)/. Does not include wrap-up time.

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

  • Average Hold Time – The average on-hold call time - total hold time divided by number of calls.

  • Average Idle Time – The average time that the agent is waiting for a call (not on a call or in wrap-up). Calculation - total time the agent has waited between calls divided by number of calls for the selected time period.

  • Average Internal Call Time – The average internal call duration - total duration of internal calls divided by number of internal calls.

  • Average Not Ready Time – The average agent Not Ready state time - total not-ready time divided by number of not-ready agents.

  • Average Preview Time – The average call preview time - total preview time divided by number of previewed calls.

  • Average VM Processing Time – The average voicemail message processing time - total voicemail processing time divided by number of processed voicemail messages.

  • Average VM Ready Time – The average time that an agent is ready to process voicemail - total time that agent is ready to process voicemail divided by number of processed messages.

  • Average Wrap Time – The average wrap-up time - total wrap-up time divided by number of calls.

  • Call Charges – The total call charges for selected time period. When User Can View Billing Info permission is unchecked in Administrator application, the Call Charges column in the Agent Statistics pane is not visible in the Supervisor application for the user.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: callCharges

  • First Call Resolution – The percentage of calls assigned a disposition with first call resolution flags vs. total calls. The percentage is based on the total number of calls processed by the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: firstCallResolution

  • Inbound – The number of external incoming calls received by the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: inboundCallsCount

  • Internal – The number of internal calls, placed and received, regardless of call result.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: internalCallsCount

  • Internal Success – The number of successful internal calls, placed and received.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: successfulInternalCallsCount

  • Manual – The number of manual external calls made by the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: agentCallsCount

  • Not Ready Count – The number of agent state changes to Not Ready during selected time period.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: breaksCount

  • Occupancy – The percentage of time the agent logged in but not on break. Calculation - Login time minus wait time.

  • Outbound – The number of outbound calls received by the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: outboundCallsCount

  • Preview – The number of preview calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: previewCallsCount

  • Preview Time – The total time spent previewing records for the time range selected. Used for Preview campaigns.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: previewTime

  • Processed VM – The number of processed voicemail messages.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: processedVoicemailCount

  • Skipped In Preview – The number of contact records that were skipped during preview.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: skippedInPreviewCallsCount

  • Total Calls – The number of calls processed by the agent.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalCallsCount

  • Total Calls Without Internal – The total number of calls except for internal calls.

    API Statistic: AGENT_STATISTICS

    API Statistic Field: totalCallsWithoutInternalsCount

  • Utilization – The percentage of time that the agent is processing calls vs waiting for calls.

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.