Agent Statistics

Agent statistics summarize the activity of call center agents. These statistics report average talk time, longest talk time, average wait time, non-ACD interactions, interactions entered, interactions answered, interactions offered, or interactions completed for the current shift, previous shift, current period, or previous period.  Averages are calculated when the interaction completes (disconnects).

Interactions received

Total number of interactions that entered the queue.

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 held

Number of interactions held.

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 agents queue for the specified workgroup.

Average talk time

The average time the agent has spent on interactions for the specified workgroup.  In technical terms, this is the average time all interactions on the agents queue for the specified workgroup have been in the ACD - Assigned state.

Average hold time

The average hold time in queue of all ACD interactions. In technical terms, this is the average time all ACD interactions on the agents queue for the specified workgroup have been in Hold state.

Longest interaction waiting

Time 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

The total talk time of the longest currently connected interaction. .

Non-ACD interactions

The number of interactions answered by an agent that were not routed to the agent by ACD.  These are interoffice interactions, transfers, and other person-to-person interactions.

Average agent positive score

Sum up agent positive score divided by the total number of calls in the current/previous period or shift

Average agent negative score

Sum up agent negative score divided by the total number of calls in the current/previous period or shift

Average customer positive score

Sum up customer positive score divided by the total number of calls in the current/previous period or shift

Average customer negative score

Sum up customer negative score divided by the total number of calls in the current/previous period or shift

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.