Agent Statistics Email¶
Displays data for the agent statistics metrics for email.
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 emails.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsAssigned
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned AID¶
Returns the AID of agents assigned to emails.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsAssignedInAIDMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned Cherry Pick¶
Returns the number of agents assigned to emails by cherry pick method.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsAssignedInCherryPickMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Closed¶
Returns the number of emails closed by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsClosed
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Longest Assigned Time¶
Returns the longest time the agents were assigned to emails.
API Statistic: AGENT_STATISTICS
API Statistic Field: longestAssignedTimeForEmail
Aggregation Function: Max
Parameters: Agents, Agent Groups, Skills, Operator
Transferred By Agent¶
Returns the number of emails transferred by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsTransferredByAgent
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Agent¶
Returns the number of emails transferred to agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsTransferredToOtherAgents
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Queue¶
Returns the number of emails transferred to queue.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalEmailsTransferredToQueue
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator