Agent Activity Analysis
| Name | Description | Type | Format | Section | Filter | Field | Metrics Calculations |
|---|---|---|---|---|---|---|---|
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received. | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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. | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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. | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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. | average | 0.0 | Agent Calls Metrics | YES | measure | |
| 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). | average | 00:00:00 | YES | measure | ||
| 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) | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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) | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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) | number | 0.0 | Agent Calls Metrics | YES | measure | |
| 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“. | time | hh:mm:ss | For 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) / 86400Notes: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). | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Inbound Calls Answered | Average number of calls for the given timeframe (includes inbound answered only). | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Inbound Calls Missed | Average number of calls for the given timeframe (includes inbound missed only if agent has a dedicated line). | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Inbound Calls Voicemail | Average number of calls for the given timeframe (includes inbound voicemail only if agent has a dedicated line). | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Outbound Calls | Average number of outbound calls for the given timeframe (includes outbound connected outbound not connected). | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Outbound Calls Connected | Average number of outbound connected calls for the given timeframe | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Outbound Calls Not Connected | Average number of outbound not connected calls for the given timeframe | average | 0.0 | Agent Calls Metrics | YES | measure | |
| AVG Speed To Answer | Average time it takes an agent to answer the call after it started ringing (when Inbound). | number | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| Data Status | You 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. | String | Valid/Damaged | Filters | Yes | Dimension | |
| Dial Attempts | Count of attempts to dial each agent for a call. Dial Attempts include only the ring attempts: "Answered", "Rejected" and "Ignored". | sum | 00 | Agent Calls Metrics | YES | measure | sum(type in ('answered', 'rejected', 'ignored')) |
| 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 | |||||
| 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 frame | sum | Agent Calls Metrics | YES | measure | ||
| 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 frame | sum | Agent Calls Metrics | YES | measure | ||
| 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 frame | sum | Agent Calls Metrics | YES | measure | ||
| Inbound Calls Answered | Total number of inbound calls answered for the given timeframe. | sum | 00 | Agent Calls Metrics | YES | measure | |
| 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. | sum | 00 | Agent Calls Metrics | YES | measure | |
| Inbound Calls Voicemail | If the agent has a dedicated line it will include voicemails that reached the agent line for the given time frame | sum | 00 | Agent Calls Metrics | YES | measure | |
| 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 | Agent Calls Metrics | YES | measure | ||
| Longest Hold Time Inbound | Of the calls put on hold by the agent this is the highest time hold time recorded on inbound answered calls | max | Agent Calls Metrics | YES | measure | ||
| Longest Hold Time Outbound | Of the calls put on hold by the agent this is the highest time hold time recorded on outbound connected calls | max | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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. | max | 0 | Agent Calls Metrics | YES | measure | |
| 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. | max | 0 | Agent Calls Metrics | YES | measure | |
| 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. | max | 0 | Agent Calls Metrics | YES | measure | |
| 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. | max | 00 | Agent Calls Metrics | YES | measure | |
| 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. | max | 00 | Agent Calls Metrics | YES | measure | |
| MAX Inbound Calls Answered | Highest number of inbound answered for the given time frame. | max | 00 | Agent Calls Metrics | YES | measure | |
| 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. | max | 00 | Agent Calls Metrics | YES | measure | |
| 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. | max | 00 | Agent Calls Metrics | YES | measure | |
| MAX Outbound Calls | Highest number of outbound connected and outbound not connected for the given time frame. | max | 00 | Agent Calls Metrics | YES | measure | |
| MAX Outbound Calls Connected | Highest number of outbound connected and for the given time frame. | max | 00 | Agent Calls Metrics | YES | measure | |
| MAX Outbound Calls Not Connected | Highest number of outbound not connected and for the given time frame. | max | 00 | Agent Calls Metrics | YES | measure | |
| 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 | Agent Calls Metrics | YES | measure | ||
| 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. | min | 0 | Agent Calls Metrics | YES | measure | |
| 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. | min | 0 | Agent Calls Metrics | YES | measure | |
| 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. | min | 0 | Agent Calls Metrics | YES | measure | |
| 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. | min | 00 | Agent Calls Metrics | YES | measure | |
| 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. | min | 00 | Agent Calls Metrics | YES | measure | |
| MIN Inbound Calls Answered | Lowest number of inbound answered for the given time frame. | min | 00 | Agent Calls Metrics | YES | measure | |
| 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. | min | 00 | Agent Calls Metrics | YES | measure | |
| 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. | min | 00 | Agent Calls Metrics | YES | measure | |
| MIN Outbound Calls | Lowest number of outbound connected and outbound not connected for the given time frame. | min | 00 | Agent Calls Metrics | YES | measure | |
| MIN Outbound Calls Connected | Lowest number of outbound connected and for the given time frame. | min | 00 | Agent Calls Metrics | YES | measure | |
| MIN Outbound Calls Not Connected | Lowest number of outbound not connected and for the given time frame. | min | 00 | Agent Calls Metrics | YES | measure | |
| 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 | Agent Calls Metrics | YES | measure | ||
| Number of Outbound Dialer Campaigns | The total number of Outbound Dialer Campaigns. | number | |||||
| Outbound Calls Connected | Total number of outbound connected calls for the given timeframe. | sum | 00 | Agent Calls Metrics | YES | measure | |
| Outbound Calls Not Connected | Total number of outbound not connected calls for the given timeframe. | sum | 00 | Agent Calls Metrics | YES | measure | |
| The 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. | number | 00.0% | Agent Calls Metrics | YES | measure | |
| Requested Dial Attempts | Count of requested attempts to dial each agent for a call. This measure includes all ring attempts: "Answered", "Rejected", "Ignored", "Canceled" and "Device Unavailable". | Sum | 00 | Agent Calls Metrics | YES | measure | sum(type in ('answered', 'rejected', 'ignored', 'canceled', 'device unavailable')) |
| 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 | Agent Calls Metrics | YES | measure | ||
| Shortest Hold Time Inbound | Of the calls put on hold by the agent this is the lowest time hold time recorded on inbound answered calls | min | Agent Calls Metrics | YES | measure | ||
| Shortest Hold Time Outbound | Of the calls put on hold by the agent this is the lowest time hold time recorded on outbound connected calls | min | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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 | Agent Calls Metrics | YES | measure | ||
| 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. | sum | 00 | Agent Calls Metrics | YES | measure | |
| 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. | sum | 00 | Agent Calls Metrics | YES | measure | |
| Total Outbound Calls | Total number of outbound connected and not connected calls for the given timeframe. | sum | 00 | Agent Calls Metrics | YES | measure | |
| 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 | Agent Calls Metrics | YES | measure | ||
| % 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. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % 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. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % 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. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % 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. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % Busy Status Duration | Percentage of time spent in Busy Custom status over Total Duration of all status in the given time frame. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % Offline Status Duration | Percentage of time spent in Offline status over Total Status Duration in the given time frame. | number | 00.0% | Agent Status Metrics | YES | measure | |
| % On a Call Duration | Percentage of time spent in On a Call status over Total Status Duration in the given time frame. | number | 00.0% | Agent Status Metrics | YES | measure | |
| AVG Available Rate | Average time agent spent in Available status for the given time frame. | average | 00.0% | Agent Status Metrics | YES | measure | (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 customer interactions or wrap-up work for the given time frame. [busy (default) + acw] / (busy + acw + available + away)[busy (default) + acw + available] / (busy + acw + available + away) | average | 00.0% | Agent Status Metrics | YES | measure | |
| AVG Shrinkage Rate | Of the time the agent is logged in, the average of time an agent is not available to take calls. | average | 00.0% | Agent Status Metrics | YES | measure | (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) | average | 00.0% | Agent Status Metrics | YES | measure | |
| 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_at | sum | Agent Status Metrics | YES | measure | ||
| 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_at | sum | Agent Status Metrics | YES | measure | ||
| 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_at | sum | Agent Status Metrics | YES | measure | ||
| 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_at | sum | Agent Status Metrics | YES | measure | ||
| 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_at | sum | Agent Status Metrics | YES | measure | ||
| MAX Available Rate | Longest time recorded that agent spent in Available status for the given time frame. | max | 00.0% | Agent Status Metrics | YES | measure | |
| MAX Occupancy Rate | Of the time the agent is logged in, the longest time recorded of an agent handling customer interactions or wrap-up work for the given time frame. (on_a_call+after_call_work)/ (available+away+busy+after_call_work+on_a_call)(on_a_call+after_call_work+available)/ (available+away+busy+after_call_work+on_a_call) | max | 00.0% | Agent Status Metrics | YES | measure | |
| 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) | max | 00.0% | Agent Status Metrics | YES | measure | |
| 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) | max | 00.0% | Agent Status Metrics | YES | measure | |
| MIN Available Rate | Shortest time recorded that agent spent in Available status for the given time frame. | min | 00.0% | Agent Status Metrics | YES | measure | |
| MIN Occupancy Rate | Of the time the agent is logged in, the shortest time recorded of an agent handling customer interactions or wrap-up work for the given time frame. (on_a_call+after_call_work)/ (available+away+busy+after_call_work+on_a_call(on_a_call+after_call_work+available)/ (available+away+busy+after_call_work+on_a_call | min | 00.0% | Agent Status Metrics | YES | measure | |
| 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) | min | 00.0% | Agent Status Metrics | YES | measure | |
| 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) | min | 00.0% | Agent Status Metrics | YES | measure | |
| Offline Status Duration | Total time agent spent in Offline status for the given time frame. | sum | Agent Status Metrics | YES | measure | ||
| On a Call Duration | Total time agent spent in On a Calls status for the given time frame. | sum | Agent Status Metrics | YES | measure | ||
| Agent Email | Company's agent email that is recorded in the system | string | none | Agent Identification | YES | dimension | |
| Agent ID | Unique identifier of the agent. | string | none | Agent Identification | YES | dimension | |
| Agent Name | Field that returns only the agent name | string | none | Agent Identification | YES | dimension | |
| Agent Name (Email) | Concatenated information for agent name and email to be easier to filter. | string | none | Agent Identification | YES | dimension | |
| Agent Ring Groups | The Ring groups agent is allocated to. When selecting Agent Ring Groups, Agent ID must be applied | string | none | Agent Identification | YES | dimension |