Contents
Index

Agent statistics

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

Statistic	Description
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.
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.