Agent
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 |
| 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). |
| 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. |
| transferInitiatedToUser | Number | 3 | A count of engagements where a SingleStepTransferToUser was initiated. |
| 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 | Live | Status of the user indicating if the user is 'Live' or 'Deleted' on the system. |
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"
}