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• 5.2 • 5.3

agent_performance

The agent_performance table contains agent metrics. Note that interaction-related metrics are counted separately for each service that the agent provided within the aggregation interval. Thus, unless noted otherwise with respect to a particular metric, any interaction mentioned in this table shall be interpreted as an interaction associated with the service specified in the service_name field that was handled by the agent identified by the login_id field.

Description of Data

The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the agent_performance table.

Column Name Data Type Description
agg_run_id BINARY (16) Aggregator run that produced this record
cs BIGINT The sum of contact satisfaction marks for all surveys where a response has been given for the contact satisfaction question
email_answer_time BIGINT email_answer_time is the total time this agent spent replying to inbound emails.

The time is measured from the moment an email arrives at the agent desktop to the moment when the first meaningful response leaves the agent's My Queue.

end_time DATETIME End time of the aggregation interval
first_name VARCHAR Agent first name as defined in configuration
grade_count BIGINT Number of calls handled by the agent that received any grades in the category specified in grade_name
grade_name VARCHAR Name of the call grading category
grade_order_num INT The order in which the category specified in grade_name is supposed to appear in reports relative to the other grading categories (as defined in configuration)
grade_total_value BIGINT The sum of all grades for the calls counted in grade_count
id BINARY (16) Reserved
is_campaign BIT Services of blended type will have two rows of metrics: one where this bit is set to TRUE, counting campaign calls only; the other row with this bit set to FALSE, counting inbound and non-campaign outbound calls.
is_internal BIT TRUE for internal calls; if set to TRUE, all inbound calls in this row shall be interpreted as internal calls received by the agent, and all outbound calls as internal calls made by the agent.
last_name VARCHAR Agent last name as defined in configuration
login_id VARCHAR Agent login as defined in configuration
media_type ENUM This is the media type. Possible values include VOICE, CHAT, and EMAIL.

If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

no_service BIT Reserved
not_ready_reason VARCHAR Not Ready reason as defined in configuration
not_ready_time BIGINT Total time the agent spent in the Not Ready state with the reason specified in not_ready_reason
nps BIGINT The sum of net promoter score points for all surveys where a response has been given for the contact satisfaction question
num_calls_agent_abandoned BIGINT Reserved
num_calls_answered BIGINT For voice, num_calls_answered specifies the number of inbound calls handled by the agent.

For email, it specifies the total number of inbound emails processed by the agent in any manner (replied to, closed without reply, or transferred).

num_calls_answered_outbound BIGINT Number of outbound calls handled by the agent
num_calls_graded BIGINT Number of calls handled by the agent that were graded
num_calls_in BIGINT For voice, num_calls_in specifies the number of inbound calls offered to the agent.

For email, it specifies the number of emails that were pushed to the agent.

num_calls_no_answer BIGINT For voice, num_calls_no_answer specifies the number of inbound or predictive outbound calls the agent did not answer within the specified No Answer timeout.

For email, it specifies the number of emails that were pushed to the agent and were explicitly rejected (i.e., returned to the queue or to the transferring agent). This excludes emails that went into agent’s My Queue.

num_calls_out BIGINT For voice, num_calls_out specifies the number of initiated outbound calls.

For email, it specifies the number of outbound emails that were sent by this agent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that previously received a reply.

num_calls_rejected BIGINT Number of inbound or predictive outbound calls the agent rejected
num_emails_closed_without_reply BIGINT Number of inbound emails that this agent closed without reply
num_emails_discarded BIGINT Number of outbound emails that this agent initiated and subsequently discarded without sending
num_emails_in_carried_over BIGINT Number of inbound emails that were delivered to this agent by any method before the given reporting interval and remained unprocessed at the beginning of the interval.
num_emails_in_service_changed BIGINT Number of inbound emails to the given service that the agent recategorized (i.e., assigned another service to them and continued their processing)
num_emails_in_waiting_

in_personal_queues

BIGINT Number of inbound emails that were in the agent’s My Queue at the end of the interval
num_emails_in_waiting_in_

personal_queues_breached_sla

BIGINT Number of inbound emails remaining in the agent’s My Queue at the end of the interval that breached SLA (i.e., the emails whose time in the system exceeded the service level threshold configured for the given service)
num_emails_out_waiting_in_

personal_queues

BIGINT Number of outbound emails that were in the agent’s My Queue at the end of the interval
num_emails_pulled BIGINT Number of inbound emails that the agent pulled from the service queue
num_emails_received_as_transfers BIGINT Number of inbound emails that were transferred to the agent
num_emails_replied_by_agent BIGINT This is the number of emails that have received an agent reply. It includes only the first meaningful response.

Note that only the first response is counted.

Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted in the num_calls_out field.

num_fcr BIGINT Number of surveys that indicated first-call resolution relative to the total number of surveys where a response has been given for the first-call resolution question
num_initiated_transfers BIGINT For voice, num_initiated_transfers specifies the number of transfers made by the agent.

For email, it specifies the number of emails transferred by the agent to any other resource.

num_surveys BIGINT Number of surveys available for calls handled by this agent
num_surveys_with_cs BIGINT Number of surveys where the agent has responded to the contact satisfaction question
num_surveys_with_fcr BIGINT Number of surveys where a response has been given for the first-call resolution question
num_surveys_with_nps BIGINT Number of surveys where a response has been given for the net promoter score question
pkid INT Primary key
rank VARCHAR Agent rank as defined in configuration
service_name VARCHAR service_name is the name of the service associated with the calls handled by the agent.

If the agent handled calls for multiple services, the agent's call-related metrics will be provided for each service separately

For services of media type chat, any call mentioned in this table shall be interpreted as a chat interaction in the same context.

start_time DATETIME Start time of the aggregation interval
team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration
total_acw_time_in BIGINT Reserved
total_acw_time_out BIGINT Reserved
total_busy_time_in BIGINT total_busy_time_in specifies the sum of times the agent was busy with inbound calls.

It includes hold times, but it does not include ringing time or after call work time.

total_busy_time_out BIGINT total_busy_time_out specifies the sum of times the agent was busy with outbound calls.

It includes hold times, but it does not include dialing time or after call work time.

For email, this is the sum of times that the agent was busy with outbound emails. Outbound emails include unsolicited emails and possible additional responses to inbound emails that previously received a reply.

total_handling_acw_time BIGINT Reserved
total_handling_acw_time_in BIGINT For voice, total_handling_acw_time_in specifies the sum of after-call work times for inbound calls.

For email, it specifies the total time the agent spent doing after call work related to emails. It includes only the emails that have received an agent's reply.

total_handling_acw_time_out BIGINT The sum of after-call work times for outbound calls
total_handling_call_time BIGINT Reserved
total_handling_call_time_in BIGINT The sum of talk and hold times for inbound calls; includes ringing time
total_handling_call_time_out BIGINT The sum of talk and hold times for outbound calls; includes dialing time
total_handling_time BIGINT Reserved
total_hold_time_in BIGINT For voice, total_hold_time_in specifies the sum of hold times for inbound calls.

For email, it specifies the total time emails spent in an inactive state on the agent desktop. It includes only the emails that have received an agent reply.

total_hold_time_out BIGINT The sum of hold times for outbound calls
total_login_time BIGINT Total time the agent was logged on during the aggregation interval (the sum of all times in states indicating that the agent was logged in)
total_num_calls BIGINT Reserved
total_ready_time BIGINT Total time the agent spent in the Ready state during the aggregation interval
total_ringing_time_in BIGINT The sum of ringing times for inbound calls delivered to the agent (between call initiation and either remote party answer or abandonment)
total_ringing_time_out BIGINT The sum of ringing times for outbound calls initiated by the agent (between call initiation and either remote party answer or abandonment)
total_working_time BIGINT Total time that the agent spent handling calls or being ready to handle calls during the aggregation interval (the sum of times in Talk, Hold, After-Call Work and Ready states)
agent_country VARCHAR Agent country as defined in User configuration
agent_city VARCHAR Agent city as defined in User configuration


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