Agent

Overview

This Measure Producer calculates measures relating to the engagements handled by individual agents 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	A count of engagements abandoned while alerting at an agent within the reporting period.
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.
adHocEmailInitiated	Number	3	A count of ad-hoc emails initiated per agent.
adHocEmailSent	Number	3	A count of ad-hoc emails sent per agent.
agentDisplayName	String	John, Smith	Display Name which is provided when user is added in application center.
agentFirstName	String	John	Agent's first name provided when a new user is created in application center.
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 created in application center.
agentLoginId	String	[email protected]	Login Id provided when a new user is created in application center.
agentLogonDuration	Duration	2100000	The amount of time the agent was logged in during the reporting period.
agentNotReadyReasonCodeDuration	Duration	30000	The amount of time an agent was in a Not Ready state while using a reason code during the reporting period.
agentState	String	READY	Indicates agent’s state. States are: LOGGED_IN, READY, NOT_READY, LOGGED_OUT
agentVoiceCallState	String	NOT IN CALL	The current state of an agent in a voice call. The agent states are: - NOT IN CALL - ALERTING - ACTIVE - ACW - HOLD - CONSULTING - CONSULT ALERTING - CONSULTED - CONSULT HOLD - CONFERENCE The measure value will be empty in the following cases: - If the agent receives interactions from non-voice channels. - If the agent has no prior voice interactions.
alertDuration	Duration	30000	Total alert duration of all the contacts over all the channels for an agent.
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).
compLogonDuration	Duration	30000	The amount of time an agent was logged in to Avaya Workspaces within the reporting period.
compNotReadyReasonDuration	Duration	30000	The amount of time an agent was in the Not Ready state while using a reason code within the reporting period.
compTotalTimeNotReady	Number	3	The amount of time an agent was in the Not Ready state within the reporting period.
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.
externalCallsDuration	Duration	30000	The amount of time the agent spent on external calls during the reporting period.
externalVoiceCalls	Number	3	Acount of external voice calls made by the agent within the reporting period.
Forwarded	Number	3	Count of the number of email contacts forwarded by an agent.
Hold	Number	3	Count of the number of contacts which were put on hold by the agent.
holdDuration	Duration	30000	Total active duration of all the contacts over all the channels for an agent.
idleTimeDuration	Duration	30000	The amount of time agent is not active on an engagement but available for work.
NotAnswered	Number	3	A count of engagements not answered by the agent within the reporting period.
Offered	Number	3	Count of the number of contacts which were routed and agent received workcard for the same.
reasonCodeName	String	Lunch break	Reason Code Name, the name of the reason code.
timeActive	Time in state	30000	A continuous count of time in 'ACTIVE' state in real-time reports.
timeInACW	Time in state	30000	A continuous count of the time an agent is in ACW (After Contact Work) in real-time reports.
timeInState	Time in state	30000	A continuous count of time in agent state in real-time reports.
timeLoggedIn	Time in state	30000	A continuous count of time in 'logged in' in real-time reports.
timeOnHold	Time in state	30000	A continuous count of time in 'HOLD' state in real-time reports.
totalTimeNotReady	Time in state	30000	The amount of time the agent has been in a 'Not Ready' state during the reporting period.
transferAcceptedFromQueue	Number	3	Count of the number of contacts answered by an agent which had been transferred to a Queue.
transferAcceptedFromUser	Number	3	A count of engagements where a SingleStepTransferFromUser was successful.
transferInitiatedToQueue	Number	3	Count of the number of transfer initiated by an agent to the Queue.
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.
transferToExternalCancelled	Number	3	A count of transfer to external cancelled calls per agent/channel.
transferToExternalFailed	Number	3	A count of transfer to external failed calls per agent/channel.
transferToExternalInitiated	Number	3	A count of transfer to external initiated calls per agent/channel.
transferToQueueCancelled	Number	3	Count of the number of transfer cancelled by an agent.
transferToQueueFailed	Number	3	Count of the number of transfer failed.
transferToUserCancelled	Number	3	A count of engagements where a SingleStepTransferToUser was cancelled.
transferToUserFailed	Number	3	A count of engagements where a SingleStepTransferToUser failed.
userStatus	String	3	Status of the user indicating if the user is 'Live' or 'Deleted' on the system.
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":{
    "agentId":"4631e352-9a4c-456b-86b7-1d7746f901fe"
  },
  "eventAction":"UPSERT",
  "measureProducerId":"Agent_itd_1.0.0",
  "payloadType":"LIVE",
  "measures":{
    "reasonCodeName":"N/A",
    "timeInState":"1669309324260",
    "agentLoginId":"[email protected]",
    "agentLastName":"realtimechatagent3",
    "activeDuration":"146",
    "agentDisplayName":"realtimechatagent3, realtimechatagent3",
    "timeOnHold":"0",
    "timeLoggedIn":"1669309324260",
    "Answered":"14",
    "alerting":"0",
    "timeActive":"0",
    "idleTimeDuration":"454",
    "agentLogonDuration":"601",
    "agentState":"READY",
    "agentFirstName":"realtimechatagent3",
    "alertDuration":"41",
    "Completed":"14",
    "Offered":"14"
  },
  "eventSourceId":"IXCC_1.0.0",
  "accountId":"VMMOTR"
}