Agent Statistics Text¶
Displays data for the agent statistics metrics for text.
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 text interactions.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsAssigned
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned AID¶
Returns the AID of agents assigned to text interactions.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsAssignedInAIDMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Assigned Cherry Pick¶
Returns the number of agents assigned to text interactions by cherry pick method.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsAssignedInCherryPickMode
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Closed¶
Returns the number of text interactions closed by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsClosed
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred By Agent¶
Returns the number of text interactions transferred by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsTransferredByAgent
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Agent¶
Returns the number of text interactions transferred to agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsTransferredToOtherAgents
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Transferred To Queue¶
Returns the number of text interactions transferred to queue.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalTextInteractionsTransferredToQueue
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator