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Agent Statistics

Report Statistic Definition
Agent Group Status Ready The number of agents who are currently in the Ready state. Typically, it represents the total number of agents waiting for customer interactions or specific tasks.
Agent Group Status Not Ready The number of agents who are currently logged in and who are currently in the NotReady state. Typically, it represents the total number of agents not available to handle incoming interactions.
Agent Group Status Break The number of agents who are in Not Ready state with Reason Break.
Agent Group Status Lunch The number of agents who are in Not Ready state with Reason Lunch.
Agent Group Status Offline The number of agents who are in Not Ready state with Reason different from Lunch and Break.
Agent Group Status ACW The current number of agents in the AfterCallWork status. Typically this status happens when an agent is no longer talking with the customer but still requires additional time to handle properly customer requests.
Agent Group Status Consult The current number of agents in CallConsult status (participating in consultation calls).
Agent Group Status Dialing The current number of agents in CallDialing status (dialing calls).
Agent Group Status On Hold The current number of agents in CallOnHold status; that is, where the agent has one or more calls on hold.
Agent Group Status Inbound The current number of agents in CallInbound status; that is, where the agent is conducting one or more inbound calls.
Agent Group Status Outbound The current number of agents in CallOutbound status; that is, where the agent is conducting one or more outbound calls.
Agent Group Status Internal The current number of agents in CallInternal status; that is, where the agent is conducting one or more internal calls.
Agent Group Status Ringing The current number of agents in CallRinging status; that is, where one or more calls are waiting to be answered by an agent.
Agent Group Status Logged Out The number of agents that are currently logged out from Genesys environment.
Agent Group Status  % Ready The percentage of agents ready to handle customers calls.
Agent Group Status  % Not Ready The percentage of agents in a not ready status.
Agent Group Status  % Inbound The percentage of agents handling customer calls.
Agent KPIs Login Time The total time that monitored agents were logged in. This metric does not include logged-in time when the switch is disconnected from Stat Server. When this metric is applied to an Agent Group, this metric calculates the total login time for all the agents belonging to the specified group.
Agent KPIs Ready Time The total time this agent spent waiting for the next call. The total duration of all WaitForNextCall statuses that completed for a particular agent during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total ready time for all the agents belonging to the specified group.
Agent KPIs Not Ready Time The total time that an agent's DN completed being in NotReadyForNextCall status during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total not ready time for all the agents belonging to the specified group.
Agent KPIs Break Time The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Break.
Agent KPIs Lunch Time The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Lunch.
Agent KPIs Offline Time The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason different from Break and Lunch.
Agent KPIs Ringing Time The total amount of time that calls were ringing on an agent's phone.
Agent KPIs Dialing Time The total amount of time that calls were dialing on an agent's phone.
Agent KPIs Handle Time The total time agents spend handling inbound, internal or outbound calls.
Agent KPIs In Time The total time agents spend handling inbound calls.
Agent KPIs Out Time The total time agents spend handling outbound calls.
Agent KPIs Hold Time The total time agents spend on hold.
Agent KPIs ACW Time The total time an agent's DN(s) completed being in AfterCallWork status during the reporting interval. This typically represents the time an agent spent doing follow-up work after calls.
Agent KPIs Consult Time The total time agents spend handling consultative calls.
Agent KPIs Internal Time The total time agents spend handling internal calls.
Agent KPIs Offered The total number of calls offered to an agent.
Agent KPIs Answered The total number of incoming calls answered by the agent.
Agent KPIs Answered (last Hr) The total number of incoming calls answered by the agent in the last hour.
Agent KPIs Abandoned Ringing The total number of calls abaondoned while agent desktop was ringing.
Agent KPIs Calls Dropped The total number of calls forwarded from one agent desktop to another (RONA).
Agent KPIs Out The total number of outbound calls handled by the agent.
Agent KPIs Internal The total number of internal calls handled by the agent.
Agent KPIs Held The total number of calls put on hold by the agent.
Agent KPIs Transfers Made The total number of voice interactions transferred by this agent during the reporting interval.
Agent KPIs Consult Made The total number of voice consultations made by this agent.
Agent KPIs Short Talk < 10s The total number of times this agent's DN completed being in Call status of less then specified duration (10s).
Agent KPIs AHT The average handling time represents the total time an agent spends handling inbound, outbound, internal, consultation, on hold and after call work tasks divided by the total number of inboud, outbound and internal calls.
Agent KPIs Avg ACW Time The average After-Call-Work time represents the total time an agent spends on ACW status divided by the total number of time this agent was on ACW.
Agent KPIs Avg Hold Time The average Hold time represents the total time an agent spends on Hold status divided by the total number of time this agent put customer on hold.
Agent KPIs Avg In Time The average In time represents the total time an agent spends handling an incoming calls divided by the total number of time this agent was handling inbound calls.
Agent KPIs Avg Out Time The average Out time represents the total time an agent spends handling an outbound calls divided by the total number of time this agent was handling outbound calls.
Agent KPIs Avg Ring Time The average Ring time represents the total time an agent desktop was ringing divided by the total number of time this agent desktop was ringing.
Agent KPIs Agent Occupancy The percent of time an agent spends handling calls versus their total login time.
Agent Login Current Status The current state (status) of a specified agent. Some examples of an agent's status include CallInbound, CallOutbound, and CallConsult.
Agent Login Time in Status The time agent spent in Current State.
Agent Login Login Time The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.
Agent Login Continuous Login Time Current continuous time Agent remained logged in. Applied to GroupAgents and GroupPlaces this statistics calculates total of all Agents (Places) in the Group.
Agent Login Reason Reason(s) selected by Agent.
Agent Login Employee Id Agent's Employee ID.
Agent Login Place Agent's Place.
Agent Login Switch Agent's Switch.
Agent Login Login Id Agent's Login ID.
Agent Login Extension Agent's Extension.
Agent Login Position Agent's Position.
Agent Login Current Status KVP The current state (status) of a specified agent to use in formulas for KVPs (Service Type, Service Sub Type, Customer Segment, Business Result).
Agent Login Service Type Service Type associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login Service Sub Type Service Sub Type associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login Customer Segment Customer Segment associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login Business Result Business Result associated to the call segmentation. Must be defined in the callflow as KVP.
IWD Agent Activity Offered The total number of work items that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
IWD Agent Activity Accepted The total number of work items that were offered for processing and that were accepted during the specified period.
IWD Agent Activity Rejected The total number of work items that were offered for processing to an agent or agent group, and that were rejected, during the specified period.
IWD Agent Activity Terminated The total number of work items that were terminated by an agent or agent group during the specified period.
IWD Agent Activity Processed The total number of work items handled by an agent or agent group during the specified period.
IWD Agent Activity Timed Out The total number of work items that were accepted, pulled, or created and subsequently revoked by this resource or agent group during the specified period because of prolonged non activity. For e-mail interactions, this stat type excludes revoked e-mail interactions that were rejected by the agent and includes interactions that timed out as not accepted while delivering.
IWD Agent Activity Transfers Made The total number of work item transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.
IWD Agent Activity Processing Time The total amount of time that work items either: were in processing at this place or this agent's or agent group desktop at the beginning of the reporting interval and finished processing within the same reporting interval or Started processing within the reporting interval and finished processing within the same reporting interval.
IWD Agent Activity Avg Processing Time The average amount of time that an agent, a place, or a group thereof spent handling work items interactions.

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This page was last modified on 20 February 2018, at 14:20.