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• 5.2 • 5.3

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List of Agent Metrics

This section provides a list of the real-time statistics and user properties that apply to agents and can be displayed via the Agent Metrics View. For definitions of all real-time statistics, see List of All Real-Time Metrics in the Reporting Reference Guide. Metrics here are arranged in alphabetical order.


Active

ACW Time

Agent Login Time

Agent Login Time shows how much time has elapsed since the moment that the agent logged on to the system.

Agent State

Avg ACW Time

Avg Idle Time

Avg Preview Time

BT

Busy Time

CAL Overdue

CAL Reminders

CSAT

FCR

Hold

  • For calls, Hold provides the total time that the agent has had the current call on hold.
  • For emails and chats, Hold provides the total time that the agent has had the current interaction out of focus.
  • If the agent is handling multiple interactions, the displayed Hold value relates to the interaction that is currently selected in the agent's Active Communications List.

Idle Time

IN Active

IN Avg Handle Time

IN Avg Talk Time

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN Handled

IN Handled New

IN Handled Unique

IN Ignored

IN Joined

IN Offered

IN on Hold

IN on Hold Unique

IN Pulled

IN Rejected

IN Replied

IN Svc Changed

IN Total Talk Time

IN Transferred

IN Transfers

Interaction

Interaction provides the remote party’s name, if known, for the interaction that the agent is currently handling.

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List. See also the description of metric Active above.

Lists P.A. Completed

Lists P.A. Remaining

NPS

Occupancy

OUT Agent Disconnected

OUT Desktop

OUT Handled

OUT Rejected

OUT Remote Disconnected

OUT Transferred

Preview Duration

Previewed

Ready Time

Rec

Rec indicates whether the currently active call is being recorded.

Sentiment

Service

Service provides the name of the service associated with the interaction that the agent is currently handling.

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.

Skipped

Skipped %

Survey 1

Survey 2

Talk

  • For calls, Talk provides the total time that the agent has spent talking on the current call. This metric excludes hold time.
  • For emails and chats, Talk is the total time that the agent has had the current interaction in focus.

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.

Time in State

Time in State provides the time elapsed since the last agent’s state change.


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