Agent Statistics¶
Calculates statistics for Agents using the Agent_Skill_Group_Interval table.
Depending on the KPI Function, the following parameters may be used:
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.
Agent Logged In Time¶
Displays the total time the agent spent logged in.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Agent Not Ready Time¶
Displays the total time the agent has spent in Not Ready states.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Agent Ready Time¶
Displays the total time the agent has spent in the Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandon Rate¶
Displays the percentage of ACD calls presented to the agent, which were subsequently abandoned.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned¶
Displays the number of ACD calls presented to the agent, which were subsequently abandoned.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Abandoned On Hold¶
Displays the number of calls abandoned while on Hold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Answer Wait Time¶
Displays the total time handled calls spent waiting in a queue.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Answered¶
Displays the number of ACD calls the agent picked up.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out¶
Displays the number of AutoOut (predictive) calls the agent has made.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out Handle Time¶
Displays the total time the agent spent handling AutoOut (predictive) calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out On Hold¶
Displays the number of ended AutoOut (predictive) calls the agent has placed on hold at least once.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out On Hold Time¶
Displays the total time agent’s AutoOut (predictive) calls spent on hold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out Talk Hold Time¶
Displays 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).
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Auto Out Talk Time¶
Displays the total time the agent spent talking on AutoOut (predictive) calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Inbound Hold Time¶
Displays the average amount of time in seconds, calls were put on hold. Incoming ACD only.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Outbound Talk Time¶
Displays the average time the agent spent talking on ACD outbound calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Ring Time¶
Displays the average time agent’s ACD calls spent ringing.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Speed Of Answer¶
Displays the average time handled calls spent waiting in a queue.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Talk Time¶
Displays the average time agent’s ACD calls spent off hold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Average Work Time¶
Displays the average time the agent spent on call wrap-ups.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Handle Rate¶
Displays the percentage of ACD calls the agent handled.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Handle Time¶
Displays the total time the agent spent handling ACD calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Handled¶
Displays the number of ACD calls the agent picked up, which were subsequently handled.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Hold Time¶
Displays the total time agent’s ACD calls spent on hold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Inbound On Hold¶
Displays the number of calls put on hold. Incoming ACD only.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Inbound On Hold Time¶
Displays the total amount of time in seconds, calls were put on hold. Incoming ACD only.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Internal¶
Displays the number of agent’s internal calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Offered¶
Displays the number of calls presented to the agent.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Outbound¶
Displays the number of outbound calls the agent has made.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Outbound Talk Time¶
Displays the total time the agent spent talking on ACD outbound calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Redirected On No Answer¶
Displays the number of calls presented to the agent, that were not picked up within a specified threshold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Ring Time¶
Displays the total time agent’s ACD calls spent ringing.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Talk Time¶
Displays the total time agent’s ACD calls spent off hold.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Transferred In¶
Displays the number of agent’s Transfer In calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Transferred Out¶
Displays the number of agent’s Transfer Out calls.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Work Not Ready Time¶
Displays the total time the agent spent on call wrap-ups in the Not Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Work Ready Time¶
Displays the total time the agent spent on call wrap-ups in the Ready state.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams
Calls Work Time¶
Displays the total time the agent spent on call wrap-ups.
Parameters: Agents, Call Types, Media Routing Domains, Peripherals, Precision Queues, Sliding Interval In Periods, Skill Groups, Teams