Contents

Agent statistics

The Agent statistics summarize the activity of call center agents. Averages are calculated when the interaction completes (disconnects).

Note: The memory footprint (RAM Utilization) of StatServerAgent.exe increased by 14% (~ 0.4 GB) with the addition of the following statistics:
- Agent Keyword Spotted
- Average Agent Negative Score
- Average Agent Positive Score
- Average Customer Negative Score
- Average Customer Positive Score
- Customer Keyword Spotted
- Total Agent Positive Score
- Total Agent Negative Score
- Total Customer Positive Score
- Total Customer Negative Score

Statistic	Description
Agent Keyword Spotted	This statistic represents the last agent keyword spotted during the last interaction handled by this agent.
Average agent negative score	Sum of agent negative scores divided by the total number of calls in the current or previous period or shift.
Average agent positive score	Sum of agent positive scores divided by the total number of calls in the current or previous period or shift.
Average customer negative score	Sum of customer negative scores divided by the total number of calls in the current or previous period or shift.
Average customer positive score	Sum of customer positive scores divided by the total number of calls in the current or previous period or shift.
Average talk time	Average time the agent has spent on interactions for the specified workgroup. In technical terms, this is the average time all interactions on the agent's queue for the specified workgroup have been in the ACD–Assigned state.
Average wait time	Average wait time in queue of all interactions. In other words, the average time an interaction from the specified workgroup has alerted the agent in the current period. This is the average time all interactions have been in the ACD–Alerting state on the agent's queue for the specified workgroup.
Customer Keyword Spotted	This statistic represents the last customer keyword spotted during the last interaction handled by this agent.
Interactions answered	Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent's queue.
Interactions completed	Number of interactions completed (that went from a state of ACD– Assigned to ACD–Disconnected).
Interactions received	Total number of interactions that entered the queue.
Longest interaction waiting	Duration of the longest currently waiting interaction. This interaction has been in the ACD–Wait Agent state the longest. Its duration is the amount of time that the interaction has waited to be picked up by an available agent, based on time in queue only. Supervisor workflow statistics always pertain to time in a workgroup or user interaction. Overall time in the system (such as time in IVR) is not counted.
Longest talk time	Duration of the longest currently connected interaction. This interaction has been in a Connected state the longest.
Non-ACD interactions	Number of interactions answered by an agent that were not routed to the agent by ACD. These include interoffice interactions, transfers, and other person-to-person interactions.
Time in status	This statistic is evaluated by time-in-status alerts. It appears in Workgroup Detail views to report the amount of time that an agent has been in a particular status condition.
Total Agent Negative Score	This statistic represents the total negative score that this agent has accumulated in all interactions. This cumulative score does not include positive scores that occurred during the interactions.
Total Agent Positive Score	This statistic represents the total positive score that this agent has accumulated in all interactions. This cumulative score does not include negative scores that occurred during the interactions.
Total Customer Negative Score	This statistic represents the total negative cumulative score for customer interactions handled by this agent. This cumulative score does not include positive scores that occurred during the interactions.
Total Customer Positive Score	This statistic represents the total positive cumulative score for customer interactions handled by this agent. This cumulative score does not include negative scores that occurred during the interactions..