Agent Statistics Chat¶
Displays data for the agent statistics metrics for chat.
Depending on the KPI Function, the following parameters may be used:
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.
Assigned¶
Returns the number of agents assigned to chats.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsAssigned
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned AID¶
Returns the AID of agents assigned to chats.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsAssignedInAIDMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned Cherry Pick¶
Returns the number of agents assigned to chats by cherry pick method.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsAssignedInCherryPickMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned Preview¶
Returns the number of agents assigned to chats in Preview mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalPreviewChatsAssigned
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned Proactive¶
Returns the number of agents assigned to chats in Proactive mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalProactiveChatsAssigned
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Closed¶
Returns the number of chats closed by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsClosed
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Closed Preview¶
Returns the number of chats closed by agents in Preview mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalPreviewChatsClosed
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Closed Proactive¶
Returns the number of chats closed by agents in Proactive mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalProactiveChatsClosed
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Longest Assigned Time¶
Returns the longest time the agents were assigned to chats.
API Statistic: AGENT_STATISTICS
API Statistic Field: longestAssignedTimeForChat
Aggregation Function: Max
Parameters: Agents, Agent Groups, Skills, Operator
Longest Assigned Time Preview¶
Returns the longest time the agents were assigned to chats in Preview mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: longestAssignedTimeForPreviewChat
Aggregation Function: Max
Parameters: Agents, Agent Groups, Skills, Operator
Longest Assigned Time Proactive¶
Returns the longest time the agents were assigned to chats in Proactive mode.
API Statistic: AGENT_STATISTICS
API Statistic Field: longestAssignedTimeForProactiveChat
Aggregation Function: Max
Parameters: Agents, Agent Groups, Skills, Operator
Transferred By Agent¶
Returns the number of chats transferred by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsTransferredByAgent
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Agent¶
Returns the number of chats transferred to agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsTransferredToOtherAgents
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Queue¶
Returns the number of chats transferred to queue.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalChatsTransferredToQueue
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator