Agent Activity Analysis

NameDescriptionTypeFormatSectionFilterFieldMetrics Calculations
AVG CSAT Score Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received.number0.0Agent Calls MetricsYESmeasure
AVG CSAT Score Inbound Average of the CSAT scores received - average of CSAT score for the calls inbound answered where a valid CSAT score was received.number0.0Agent Calls MetricsYESmeasure
AVG CSAT Score Outbound Average of the CSAT scores received - average of CSAT score for the calls outbound connected where a valid CSAT score was received.number0.0Agent Calls MetricsYESmeasure
AVG Calls Average number of inbound answered and outbound connected and not connected calls for the given timeframe. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.average0.0Agent Calls MetricsYESmeasure
AVG Handle Time The AVG time it takes a user/agent to handle a call. The time starts when the agent answer until the moment the agent ends the after call work status (includes hold time).average00:00:00YESmeasure
AVG Hold Time Of the calls put on hold by the agent this is the average time on hold of those calls (includes inbound answered and outbound connected)number0.0Agent Calls MetricsYESmeasure
AVG Hold Time Inbound Of the calls put on hold by the agent this is the average time on hold of those calls (includes inbound answered)number0.0Agent Calls MetricsYESmeasure
AVG Hold Time Outbound Of the calls put on hold by the agent this is the average time on hold of those calls (includes outbound connected)number0.0Agent Calls MetricsYESmeasure
AVG Idle Time Per Hour The average number of minutes, per hour, an agent was idle. This corresponds to the time the agent had the status “Available“.timehh:mm:ssFor this calculation, we have to look at 3 status durations (status_available_duration, status_after_call_work_duration, status_on_a_call_duration).

If the sum of these 3 durations are bigger than 1 hour, then we have to find out the correspondence of the status available duration for one hour in a day. For this we do it like:

status_available_duration*3600 / (status_available_duration+status_after_call_work_duration+status_on_a_call_duration) / 86400

Notes:

3600 (number of seconds in one hour)

86400 (number of seconds in one day)

Otherwise (which means, the 3 duration are less or equal to an hour), the calculation is the status available duration divided by the number of seconds in a day.

(status_available_duration / 86400)

After these calculations, we transform it into a time format ""[hh]:mm:ss"" and calculate the average.
AVG Inbound Calls Average number of inbound calls for the given timeframe. If the agent has a dedicated line it will include missed calls that reached the agent line (includes inbound answered and missed and voicemails in case the agent has a dedicated line).average0.0Agent Calls MetricsYESmeasure
AVG Inbound Calls Answered Average number of calls for the given timeframe (includes inbound answered only).average0.0Agent Calls MetricsYESmeasure
AVG Inbound Calls Missed Average number of calls for the given timeframe (includes inbound missed only if agent has a dedicated line).average0.0Agent Calls MetricsYESmeasure
AVG Inbound Calls Voicemail Average number of calls for the given timeframe (includes inbound voicemail only if agent has a dedicated line).average0.0Agent Calls MetricsYESmeasure
AVG Outbound Calls Average number of outbound calls for the given timeframe (includes outbound connected outbound not connected).average0.0Agent Calls MetricsYESmeasure
AVG Outbound Calls Connected Average number of outbound connected calls for the given timeframeaverage0.0Agent Calls MetricsYESmeasure
AVG Outbound Calls Not Connected Average number of outbound not connected calls for the given timeframeaverage0.0Agent Calls MetricsYESmeasure
AVG Speed To Answer Average time it takes an agent to answer the call after it started ringing (when Inbound).number[hh]:mm:ssAgent Calls MetricsYESmeasure
AVG Talk Time This is the average talk time of all inbound answered calls and outbound connected that were handled by the agent for the given time frame.number[hh]:mm:ssAgent Calls MetricsYESmeasure
AVG Talk Time Inbound This is the average talk time of all inbound answered calls that were handled by the agent for the given time frame.number[hh]:mm:ssAgent Calls MetricsYESmeasure
AVG Talk Time Outbound This is the average talk time of all outbound connected calls that were handled by the agent for the given time frame.number[hh]:mm:ssAgent Calls MetricsYESmeasure
Data StatusYou can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible.

Valid Records - Regularly Processed Records.
Damaged Records - Those are corrupted caused by missing events in call records.
StringValid/DamagedFiltersYesDimension
Dial Attempts Count of attempts to dial each agent for a callsum00Agent Calls MetricsYESmeasure
Handle Time The sum of duration of time it takes a user/agent to handle a call for the given time frame. The time starts when the agent answer until the moment the agent ends the after call work status (includes hold time).sum[hh]:mm:ss
Hold Time Of the calls put on hold by the agent this is the total time on hold of those calls (includes inbound answered and outbound connected) for the given time framesum[hh]:mm:ssAgent Calls MetricsYESmeasure
Hold Time Inbound Of the calls put on hold by the agent this is the total time on hold of those calls (includes inbound answered) for the given time framesum[hh]:mm:ssAgent Calls MetricsYESmeasure
Hold Time Outbound Of the calls put on hold by the agent this is the total time on hold of those calls (includes outbound connected) for the given time framesum[hh]:mm:ssAgent Calls MetricsYESmeasure
Inbound Calls Answered Total number of inbound calls answered for the given timeframe.sum00Agent Calls MetricsYESmeasure
Inbound Calls Missed If the agent has a dedicated line it will include missed calls that reached the agent line for the given time frame.sum00Agent Calls MetricsYESmeasure
Inbound Calls Voicemail If the agent has a dedicated line it will include voicemails that reached the agent line for the given time framesum00Agent Calls MetricsYESmeasure
Longest Hold Time Of the calls put on hold by the agent this is the highest time hold time recorded (includes inbound answered and outbound connected)max[hh]:mm:ssAgent Calls MetricsYESmeasure
Longest Hold Time Inbound Of the calls put on hold by the agent this is the highest time hold time recorded on inbound answered callsmax[hh]:mm:ssAgent Calls MetricsYESmeasure
Longest Hold Time Outbound Of the calls put on hold by the agent this is the highest time hold time recorded on outbound connected callsmax[hh]:mm:ssAgent Calls MetricsYESmeasure
Longest Talk Time This is the highest talk time recorded for all inbound answered calls and outbound connected that were handled by the agent for the given time frame.max[hh]:mm:ssAgent Calls MetricsYESmeasure
Longest Talk Time Inbound This is the highest talk time recorded for all inbound answered calls that were handled by the agent for the given time frame.max[hh]:mm:ssAgent Calls MetricsYESmeasure
Longest Talk Time Outbound This is the highest talk time recorded for all outbound connected that were handled by the agent for the given time frame.max[hh]:mm:ssAgent Calls MetricsYESmeasure
MAX CSAT Score Highest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound answered and outbound connected for the given time frame.max0Agent Calls MetricsYESmeasure
MAX CSAT Score Inbound Highest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound answered for the given time frame.max0Agent Calls MetricsYESmeasure
MAX CSAT Score Outbound Highest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound outbound connected for the given time frame.max0Agent Calls MetricsYESmeasure
MAX Calls Highest number of inbound answered and outbound connected and not connected calls for the given timeframe. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.max00Agent Calls MetricsYESmeasure
MAX Inbound Calls Highest number of inbound answered. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.max00Agent Calls MetricsYESmeasure
MAX Inbound Calls Answered Highest number of inbound answered for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Inbound Calls Missed If the agent has a dedicated line it will include the highest number of missed calls for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Inbound Calls Voicemail If the agent has a dedicated line it will include the highest number of voicemails received for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Outbound Calls Highest number of outbound connected and outbound not connected for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Outbound Calls Connected Highest number of outbound connected and for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Outbound Calls Not Connected Highest number of outbound not connected and for the given time frame.max00Agent Calls MetricsYESmeasure
MAX Speed To Answer Highest value recorded for speed of answer, i.e. time it takes an agent to answer the call after it started ringing (when Inbound).max[hh]:mm:ssAgent Calls MetricsYESmeasure
MIN CSAT Score Lowest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound answered and outbound connected for the given time frame.min0Agent Calls MetricsYESmeasure
MIN CSAT Score Inbound Lowest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound answered for the given time frame.min0Agent Calls MetricsYESmeasure
MIN CSAT Score Outbound Lowest CSAT scores received - the highest of CSAT score for the calls where a valid CSAT score was received, for inbound outbound connected for the given time frame.min0Agent Calls MetricsYESmeasure
MIN Calls Lowest number of inbound answered and outbound connected and not connected calls for the given timeframe. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.min00Agent Calls MetricsYESmeasure
MIN Inbound Calls Lowest number of inbound answered. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.min00Agent Calls MetricsYESmeasure
MIN Inbound Calls Answered Lowest number of inbound answered for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Inbound Calls Missed If the agent has a dedicated line it will include the lowest number of missed calls for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Inbound Calls Voicemail If the agent has a dedicated line it will include the lowest number of voicemails received for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Outbound Calls Lowest number of outbound connected and outbound not connected for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Outbound Calls Connected Lowest number of outbound connected and for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Outbound Calls Not Connected Lowest number of outbound not connected and for the given time frame.min00Agent Calls MetricsYESmeasure
MIN Speed To Answer Lowest value recorded for speed of answer, i.e. time it takes an agent to answer the call after it started ringing (when Inbound).min[hh]:mm:ssAgent Calls MetricsYESmeasure
Number of Outbound Dialer CampaignsThe total number of Outbound Dialer Campaigns.number
Outbound Calls Connected Total number of outbound connected calls for the given timeframe.sum00Agent Calls MetricsYESmeasure
Outbound Calls Not Connected Total number of outbound not connected calls for the given timeframe.sum00Agent Calls MetricsYESmeasure
** Outbound Dialer Campaign Created at DateThe date when the Outbound Dialer Campaign was created.date
Outbound Dialer Campaign Name. The name of the Outbound Dialer Campaign.string
Outbound Dialer Campaign State The current state of the Outbound Dialer Campaign.string
Outbound Dialing Mode The dialing mode of the Outbound Dialer Campaign. Currently, only predictive mode is supported.string
Pick Up Rate Percentage of dial attempts that were successfully answered by each agent in the given time frame.number00.0%Agent Calls MetricsYESmeasure
Shortest Hold Time Of the calls put on hold by the agent this is the lowest time hold time recorded (includes inbound answered and outbound connected)min[hh]:mm:ssAgent Calls MetricsYESmeasure
Shortest Hold Time Inbound Of the calls put on hold by the agent this is the lowest time hold time recorded on inbound answered callsmin[hh]:mm:ssAgent Calls MetricsYESmeasure
Shortest Hold Time Outbound Of the calls put on hold by the agent this is the lowest time hold time recorded on outbound connected callsmin[hh]:mm:ssAgent Calls MetricsYESmeasure
Shortest Talk Time This is the lowest talk time recorded for all inbound answered calls and outbound connected that were handled by the agent for the given time frame.min[hh]:mm:ssAgent Calls MetricsYESmeasure
Shortest Talk Time Inbound This is the lowest talk time recorded for all inbound answered calls that were handled by the agent for the given time frame.min[hh]:mm:ssAgent Calls MetricsYESmeasure
Shortest Talk Time Outbound This is the lowest talk time recorded for all outbound connected that were handled by the agent for the given time frame.min[hh]:mm:ssAgent Calls MetricsYESmeasure
Talk Time The total talk time of the call, in seconds. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes inbound answered and outbound connected)sum[hh]:mm:ssAgent Calls MetricsYESmeasure
Talk Time Inbound The total talk time of the call, in seconds. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes only inbound answered)sum[hh]:mm:ssAgent Calls MetricsYESmeasure
Talk Time Outbound The total talk time of the call, in seconds. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call (includes only outbound connected)sum[hh]:mm:ssAgent Calls MetricsYESmeasure
Total Calls Total number of inbound answered and outbound connected and not connected calls for the given timeframe. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.sum00Agent Calls MetricsYESmeasure
Total Inbound Calls Total number of inbound answered for the given timeframe. If the agent has a dedicated line it will include missed calls and voicemails that reached the agent line.sum00Agent Calls MetricsYESmeasure
Total Outbound Calls Total number of outbound connected and not connected calls for the given timeframe.sum00Agent Calls MetricsYESmeasure
Total Speed To Answer Summed value recorded for speed of answer, i.e. time it takes an agent to answer the call after it started ringing (when Inbound).sum[hh]:mm:ssAgent Calls MetricsYESmeasure
% After Call Work Duration Percentage of time spent in After Call Work status over Total Duration of all status for the given time frame. The status may automatically change to "After Call Work" after the end of an inbound or outbound call, for a predefined amount of time, or while taking notes. The exact behavior depends on the "After Call Work" settings defined by your Administrator.number00.0%Agent Status MetricsYESmeasure
% Available Status Duration Percentage of time spent in Available status over Total Duration of all status in the given time frame. In available status agent is logged in and free to take calls.number00.0%Agent Status MetricsYESmeasure
% Away Status Duration (custom only) Percentage of time spent in Away status (for all custom away status) over Total Duration of all status in the given time frame. In Away status agent is logged but away from your computer. Away agents might be on breaks, training sessions or completing other tasks that keep them away from the phone. However, the away status will still allow to receive call transfers.number00.0%Agent Status MetricsYESmeasure
% Away Status Duration (default only) Percentage of time spent in Away status (for default away status only) over Total Duration of all status in the given time frame. Away agents might be on breaks, training sessions or completing other tasks that keep them away from the phone. However, the away status will still allow to receive call transfers.number00.0%Agent Status MetricsYESmeasure
% Busy Status Duration Percentage of time spent in Busy Custom status over Total Duration of all status in the given time frame.number00.0%Agent Status MetricsYESmeasure
% Offline Status Duration Percentage of time spent in Offline status over Total Status Duration in the given time frame.number00.0%Agent Status MetricsYESmeasure
% On a Call Duration Percentage of time spent in On a Call status over Total Status Duration in the given time frame.number00.0%Agent Status MetricsYESmeasure
AVG Available Rate Average time agent spent in Available status for the given time frame.average00.0%Agent Status MetricsYESmeasure(Available + Busy + On a call) / (Available + Busy + On a call + Away + After Call Work)
AVG Occupancy Rate Of the time the agent is logged in, the average of time an agent is handling calls or ready to handle calls for the given time frame.

[busy (default) + acw + available] / (busy + acw + available + away)
average00.0%Agent Status MetricsYESmeasure
AVG Shrinkage Rate Of the time the agent is logged in, the average of time an agent is not available to take calls.average00.0%Agent Status MetricsYESmeasure(Away + Busy (only custom) / Available + Away + Busy (default + custom) + After_call_work + On_a_call)
AVG Utilization Rate Of the time the agent is logged in, the average of time the agent is handling calls

[busy (Talkdesk default) + acw] / (available + away + busy (Talkdesk default + custom statuses) + acw)
average00.0%Agent Status MetricsYESmeasure
After Call Work Duration Total time agent spent in After call work status for the given time frame. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_atsum[hh]:mm:ssAgent Status MetricsYESmeasure
Available Status Duration Total time agent spent in Available status for the given time frame. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_atsum[hh]:mm:ssAgent Status MetricsYESmeasure
Away Status Duration (custom only) Total time agent spent in Away status (all away custom status) for the given time frame. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_atsum[hh]:mm:ssAgent Status MetricsYESmeasure
Away Status Duration (default only) Total time agent spent in Away status (only default away status) for the given time frame. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_atsum[hh]:mm:ssAgent Status MetricsYESmeasure
Busy Status Duration Total time agent spent in Busy Custom statuses for the given time frame. Note: all time-based metrics are rounded up to the nearest second; for greater precision of total_time, subtract start_at from end_atsum[hh]:mm:ssAgent Status MetricsYESmeasure
MAX Available Rate Longest time recorded that agent spent in Available status for the given time frame.max00.0%Agent Status MetricsYESmeasure
MAX Occupancy Rate Of the time the agent is logged in, the longest time recorded of an agent handling calls for the given time frame

(on_a_call+after_call_work+available)/ (available+away+busy+after_call_work+on_a_call)
max00.0%Agent Status MetricsYESmeasure
MAX Shrinkage Rate Of the time the agent is logged in, the longest time recorded of an agent not available to take calls in the given time frame

(away+busy)/(available+away+busy+after_call_work+on_a_call)
max00.0%Agent Status MetricsYESmeasure
MAX Utilization Rate Of the time the agent is logged in, the longest time the agent was not available to take calls for the given time frame

(on_a_call+after_call_work)/(available+away+busy+after_call_work+on_a_call)
max00.0%Agent Status MetricsYESmeasure
MIN Available Rate Shortest time recorded that agent spent in Available status for the given time frame.min00.0%Agent Status MetricsYESmeasure
MIN Occupancy Rate Of the time the agent is logged in, the shortest time recorded of an agent handling calls for the given time frame

(on_a_call+after_call_work+available)/ (available+away+busy+after_call_work+on_a_call
min00.0%Agent Status MetricsYESmeasure
MIN Shrinkage Rate Of the time the agent is logged in, the shortest time recorded of an agent not available to take calls in the given time frame

(away+busy)/(available+away+busy+after_call_work+on_a_call)
min00.0%Agent Status MetricsYESmeasure
MIN Utilization Rate Of the time the agent is logged in, the shortest time the agent was not available to take calls for the given time frame

(on_a_call+after_call_work)/(available+away+busy+after_call_work+on_a_call)
min00.0%Agent Status MetricsYESmeasure
Offline Status Duration Total time agent spent in Offline status for the given time frame.sum[hh]:mm:ssAgent Status MetricsYESmeasure
On a Call Duration Total time agent spent in On a Calls status for the given time frame.sum[hh]:mm:ssAgent Status MetricsYESmeasure
Agent Email Company's agent email that is recorded in the systemstringnoneAgent IdentificationYESdimension
Agent ID Unique identifier of the agent.stringnoneAgent IdentificationYESdimension
Agent Name Field that returns only the agent namestringnoneAgent IdentificationYESdimension
Agent Name (Email) Concatenated information for agent name and email to be easier to filter.stringnoneAgent IdentificationYESdimension
Agent Ring Groups The Ring groups agent is allocated to. When selecting Agent Ring Groups, Agent ID must be appliedstringnoneAgent IdentificationYESdimension