Agent by Queue

Agent by queue

Overview

This Measure Producer calculates measures relating to the engagements handled by individual agents and grouped by queue with the reporting period.

ProcessorType: Interval To Date (ITD)

Data dictionary

Note: Duration and Time measures are expressed in milli-seconds.

Measure	Type	Example	Description
abandonedFromAlerting	Number	3	Count of the number of contacts which were disconnected successfully from customer end while alerting at an agent.
active	Number	3	The number of active interactions on the channel or the queue.
activeDuration	Duration	918000	Total active duration of all the contacts over all the channels for an agent.
acwCount	Number	3	The number of times an agent entered ACW (After Contact Work).
acwDuration	Duration	390000	The amount of time the agent spent in ACW (After Contact Work) during the reporting period.
agentDisplayName	String	John, Smith	Display Name which is provided when a user is provisioned.
agentFirstName	String	John	Agent's first name provided when a new user is provisioned.
agentId	String	68374d8c-fbd4-44be-9712-b4ed6f38e757	The unique identifier for the agent.
agentLastName	String	Smith	Agent's last name provided when a new user is provisioned.
agentLoginId	String	[email protected]	Login Id provided when a new user is provisioned.
alertDuration	Duration	30000	The amount of time the call has been in the alert state during the reporting period.
alerting	Number	3	The number of alerting engagements at an agent.
Answered	Number	3	Count of the number of contacts which were answered by the agent.
barged	Number	3	A count of the number of times a supervisor carried out a barge in interaction within the reporting period. Counted against the agent.
bargedDuration	Duration	30000	The amount of time a supervisor carried out a barge in interaction within the reporting period.
barging	Number	3	A count of the number of times a supervisor carried out a barge in interaction within the reporting period. Counted against the supervisor.
bargingDuration	Duration	30000	The amount of time a supervisor carried out a barge in interaction within the reporting period.
coached	Number	3	A count of the number of times an agent was coached within the reporting period.
coachedDuration	Duration	30000	The amount of time an agent was coached within the reporting period.
coaching	Number	3	A count of the number of times a supervisor carried out a coaching interaction within the reporting period.
coachingDuration	Duration	30000	The amount of time a supervisor carried out a coaching interaction within the reporting period.
Completed	Number	3	Count of the number of contacts which were completed successfully (disconnected successfully from agent or customer end).
conferenceInitiatedToUser	Number	3	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
conferenceAcceptedFromUser	Number	3	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
conferenceInitiatedToQueue	Number	3	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
conferenceAcceptedFromQueue	Number	3	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultInitiatedToUser	Number	3	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
consultAcceptedFromUser	Number	3	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultInitiatedToQueue	Number	3	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
consultAcceptedFromQueue	Number	3	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
consultedDuration	Duration	30000	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
consultingDuration	Duration	30000	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
consultToExternal	Number	3	A count of interactions where an agent initiated a consultation call with a user with an external number.
consultingExternalDuration	Duration	30000	The duration an agent spent consulting a user with an external number.
conferenceToExternal	Number	3	A count of external consultation calls that resulted in a conference.
Hold	Number	3	Count of the number of contacts which were put on hold by the agent.
holdDuration	Duration	30000	Total hold duration of all the contacts over all the channels for an agent.
NotAnswered	Number	3	Count of the number of contacts which were not answered by the agent.
Offered	Number	3	Count of the number of contacts which were routed, and agent received work card for the same.
queueId	String	9a7b4678-fd25-4bd2-84f3-70828f9fd07a	Queue Id configured when a queue is added.
queueName	String	Default	Indicates the queue name of the engagement.
transferAcceptedFromQueue	Number	3	A count of engagements where a single step transfer from queue was successful.
transferAcceptedFromUser	Number	3	A count of engagements where a SingleStepTransferFromUser was successful.
transferInitiatedToQueue	Number	3	A count of engagements where a single step transfer to queue was initiated.
transferInitiatedToQueueWithDraft	Number	3	The number of times an email draft is transferred from an agent to a queue within the reporting interval.
transferInitiatedToUser	Number	3	A count of engagements where a SingleStepTransferToUser was initiated.
transferInitiatedToUserWithDraft	Number	3	The number of times an email draft is transferred from an agent to a supervisor or another agent within the reporting interval.
transferToQueueCancelled	Number	3	A count of engagements where a single step transfer to queue was cancelled.
transferToQueueFailed	Number	3	A count of engagements where a single step transfer to queue was failed.
transferToUserCancelled	Number	3	A count of engagements where a SingleStepTransferToUser was cancelled.
transferToUserFailed	Number	3	A count of engagements where a SingleStepTransferToUser failed.
warmTransferToExternal	Number	3	A count of interactions that resulted in a transfer to an external number.
warmTransferInitiatedToUser	Number	3	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
warmTransferAcceptedFromUser	Number	3	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
warmTransferInitiatedToQueue	Number	3	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
warmTransferAcceptedFromQueue	Number	3	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.

Sample data

{
  "keys":{
    "queueId":"9a7b4678-fd25-4bd2-84f3-70828f9fd07a",
    "agentId":"4631e352-9a4c-456b-86b7-1d7746f901fe"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"AgentByQueue_itd_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "agentLoginId":"[email protected]",
    "agentLastName":"realtimechatagent3",
    "activeDuration":"132",
    "agentDisplayName":"realtimechatagent3, realtimechatagent3",
    "agentFirstName":"realtimechatagent3",
    "alertDuration":"35",
    "Completed":"12",
    "Offered":"12",
    "Answered":"12",
    "alerting":"0"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}