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. |
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). |
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. |
transferInitiatedToUser | Number | 3 | A count of engagements where a SingleStepTransferToUser was initiated. |
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. |
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"
}