Agent Statistics

Calculates statistics for Agents using the Agent_Skill_Group_Interval table. This is an Interval calculation. This calculation calculates voice statistics only.

Columns

  • Agent Id – The ID of the Agent.

  • Agent Logged In Time – The total time the agent spent logged in.

  • Agent Not Ready Time – The total time the agent has spent in Not Ready states.

  • Agent Ready Time – The total time the agent has spent in the Ready state.

  • Calls Abandon Rate – The percentage of ACD calls presented to the agent, which were subsequently abandoned.

  • Calls Abandoned – The number of ACD calls presented to the agent, which were subsequently abandoned.

  • Calls Abandoned On Hold – The number of calls abandoned while on Hold.

  • Calls Answer Wait Time – The total time handled calls spent waiting in a queue.

  • Calls Answered – The number of ACD calls the agent picked up.

  • Calls Auto Out – The number of AutoOut (predictive) calls the agent has made.

  • Calls Auto Out Handle Time – The total time the agent spent handling AutoOut (predictive) calls.

  • Calls Auto Out On Hold – The number of ended AutoOut (predictive) calls the agent has placed on hold at least once.

  • Calls Auto Out On Hold Time – The total time agent’s AutoOut (predictive) calls spent on hold.

  • Calls Auto Out Talk Hold Time – The total time the agent spent talking on AutoOut (predictive) calls. This value includes the time spent from the call being initiated to the time the agent begins after-call work (including HoldTime).

  • Calls Auto Out Talk Time – The total time the agent spent talking on AutoOut (predictive) calls.

  • Calls Average Inbound Hold Time – The average amount of time in seconds, calls were put on hold. Incoming ACD only.

  • Calls Average Outbound Talk Time – The average time the agent spent talking on ACD outbound calls.

  • Calls Average Ring Time – The average time agent’s ACD calls spent ringing.

  • Calls Average Speed Of Answer – The average time handled calls spent waiting in a queue.

  • Calls Average Talk Time – The average time agent’s ACD calls spent off hold.

  • Calls Average Work Time – The average time the agent spent on call wrap-ups.

  • Calls Handle Rate – The percentage of ACD calls the agent handled.

  • Calls Handle Time – The total time the agent spent handling ACD calls.

  • Calls Handled – The number of ACD calls the agent picked up, which were subsequently handled.

  • Calls Hold Time – The total time agent’s ACD calls spent on hold.

  • Calls Inbound On Hold – The number of calls put on hold. Incoming ACD only.

  • Calls Inbound On Hold Time – The total amount of time in seconds, calls were put on hold. Incoming ACD only.

  • Calls Internal – The number of agent’s internal calls.

  • Calls Offered – The number of calls presented to the agent.

  • Calls Outbound – The number of outbound calls the agent has made.

  • Calls Outbound Talk Time – The total time the agent spent talking on ACD outbound calls.

  • Calls Redirected On No Answer – The number of calls presented to the agent, that were not picked up within a specified threshold.

  • Calls Ring Time – The total time agent’s ACD calls spent ringing.

  • Calls Talk Time – The total time agent’s ACD calls spent off hold.

  • Calls Transferred In – The number of agent’s Transfer In calls.

  • Calls Transferred Out – The number of agent’s Transfer Out calls.

  • Calls Work Not Ready Time – The total time the agent spent on call wrap-ups in the Not Ready state.

  • Calls Work Ready Time – The total time the agent spent on call wrap-ups in the Ready state.

  • Calls Work Time – The total time the agent spent on call wrap-ups.

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Call Types – Allows you to select from a list of Call Type names.

  • Media Routing Domains – Allows you to select from a list of Media Routing Domain names.

  • Peripherals – Allows you to select from a list of Peripheral names.

  • Precision Queues – Allows you to select from a list of Precision Queue names.

  • Skill Groups – Allows you to select from a list of Skill Group names.

  • Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.

  • Teams – Allows you to select from a list of Team names.