Agent Statistics¶
Displays data for the agent statistics metrics.
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.
Call Charges¶
Returns the total number of charges for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: callCharges
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
First Call Resolution¶
Returns the number of interactions resolved on the first call for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: firstCallResolution
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Inbound¶
Returns the number of handled inbound interactions for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: inboundCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Internal¶
Returns the total number of handled internal interactions (both successful and not) for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: internalCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Internal Success¶
Returns the number of successfully handled internal interactions for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: successfulInternalCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Manual¶
Returns the number of manual activities performed by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: agentCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Not Ready Count¶
Returns the number of agents in a Not Ready state.
API Statistic: AGENT_STATISTICS
API Statistic Field: breaksCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Outbound¶
Returns the number of handled outbound interactions for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: outboundCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Preview¶
Returns the number of handled preview interactions for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: previewCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Preview Time¶
Returns the time of handled preview interactions for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: previewTime
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Processed VM¶
Returns the number of processed voice mails by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: processedVoicemailCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Skipped In Preview¶
Returns the number of interactions skipped in Preview mode for agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: skippedInPreviewCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Total Calls¶
Returns the number of total calls handled by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalCallsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator
Total Calls Without Internal¶
Returns the number of calls excluding internal handled by agents.
API Statistic: AGENT_STATISTICS
API Statistic Field: totalCallsWithoutInternalsCount
Aggregation Function: Sum
Parameters: Agents, Agent Groups, Skills, Operator