Agent Activity Analysis

Name

Description

Type

Format

Section

Filter

Field

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

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

Dial Attempts

Count of attempts to dial each agent for a call

sum

00

Agent Calls Metrics

YES

measure

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

** Outbound Dialer Campaign Created at Date

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

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

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)

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

(away+busy)/(available+away+busy+after_call_work+on_a_call)

average

00.0%

Agent Status Metrics

YES

measure

AVG Utilization Rate

Of the time the agent is logged in, the average of time the agent is handling calls

[busy (base) + acw] / (available + away + busy + 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 calls for the given time frame

(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 calls for the given time frame

(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