Latest revision as of 04:16, 9 September 2021

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.

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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@@ Line 1: / Line 1: @@
-= エージェントメトリックのリスト=
+= List of Agent Metrics=
-ここでは、エージェントに適用され、 [[supervisor-guide/AgentMetricsView|エージェントメトリックのビュー]]を介して表示できるリアルタイムメトリックの詳細について説明します。  これらのメトリックの定義とリアルタイムメトリックの完全リストについては、 ''レポーティングリファレンスガイド ''の[[reporting-reference-guide / AllMetrics |リアルタイムメトリックの完全リスト]]をご覧ください。 ここでのメトリックはアルファベット順に並べられています。
+This section provides a list of the real-time statistics and user properties that apply to agents and can be displayed via the [[supervisor-guide/AgentMetricsView|Agent Metrics View]]. For definitions of all real-time statistics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. Metrics here are arranged in alphabetical order.
-=== [[reporting-reference-guide/AllMetrics#My_ACW_Time_.28ACW_Time.29|ACW 時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_on_Agent_.28Active.29|Active]] ===
-=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_on_Agent_.28Active.29|アクティブ]] ===
+=== [[reporting-reference-guide/AllMetrics#My_ACW_Time_.28ACW_Time.29|ACW Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Agent_State|エージェント状態]] ===
+=== Agent Login Time ===
+''Agent Login Time'' shows how much time has elapsed since the moment that the agent logged on to the system.
-=== [[reporting-reference-guide/AllMetrics#Average_ACW_Time_.28Avg_ACW_Time_or_AACW.29|平均ACW 時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Agent_State|Agent State]] ===
-=== [[reporting-reference-guide/AllMetrics#Average_Idle_Time_.28Avg_Idle_Time.29|平均アイドル時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Average_ACW_Time_.28Avg_ACW_Time_or_AACW.29|Avg ACW Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Average_Preview_Time_.28Avg_Preview_Time.29|平均プレビュー時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Average_Idle_Time_.28Avg_Idle_Time.29|Avg Idle Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Average_Speed_of_Answer_.2F_Average_Time_to_Reply_.28IN_ASA.29|平均応答時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Average_Preview_Time_.28Avg_Preview_Time.29|Avg Preview Time]] ===
-=== [[reporting-reference-guide/AllMetrics#My_Break_Time_.28BT.29|休憩時間]] ===
+=== [[reporting-reference-guide/AllMetrics#My_Break_Time_.28BT.29|BT]] ===
-=== [[reporting-reference-guide/AllMetrics#My_Busy_Time_.28Busy_Time.29|ビジータイム]] ===
+=== [[reporting-reference-guide/AllMetrics#My_Busy_Time_.28Busy_Time.29|Busy Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Calendar_Reminders_in_the_Past_.28CAL_Overdue.29|カレンダー上書き]] ===
+=== [[reporting-reference-guide/AllMetrics#Calendar_Reminders_in_the_Past_.28CAL_Overdue.29|CAL Overdue]] ===
-=== [[reporting-reference-guide/AllMetrics#Calendar_Reminders_.28CAL_Reminders.29|カレンダーリマインダー]] ===
+=== [[reporting-reference-guide/AllMetrics#Calendar_Reminders_.28CAL_Reminders.29|CAL Reminders]] ===
 === [[reporting-reference-guide/AllMetrics#Customer_Satisfaction_.28CSAT.29|CSAT]] ===
@@ Line 29: / Line 30: @@
 === [[reporting-reference-guide/AllMetrics#First_Call_Resolution_.28FCR.29|FCR]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|保留]] ===
+=== 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.
-=== [[reporting-reference-guide/AllMetrics#Average_Handle_Time_.28IN_Avg_Handle_Time.29|IN平均処理時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Agent_Idle_Time_.28Idle_Time.29|Idle Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN 平均通話時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN Active]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN アクティブ]] ===
+=== [[reporting-reference-guide/AllMetrics#Average_Handle_Time_.28IN_Avg_Handle_Time.29|IN Avg Handle Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN SLA違反]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN Avg Talk Time]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN 持ち越しメール]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN Breached SLA]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN 新規持越しメール]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN クローズされた未回答メール]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN Carried Over New]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN デスクトップ]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN 応答回数]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN Desktop]] ===
-=== [[reporting-reference-guide/AllMetrics#Number_of_New_Emails_Processed_by_Agents.2C_Including_Replied.2C_Closed_Without_Reply.2C_Transferred_and_Service_Changes_.28IN_Handled_New.29|IN 新規応答メール]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN Handled]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Offered_to_Agent_for_the_Day_.28IN_Offered.29|IN メールオファー]] ===
+=== [[reporting-reference-guide/AllMetrics#Number_of_New_Emails_Processed_by_Agents.2C_Including_Replied.2C_Closed_Without_Reply.2C_Transferred_and_Service_Changes_.28IN_Handled_New.29|IN Handled New]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Pulled_by_Agent_for_the_Day_.28IN_Pulled.29|IN プル済みメール]] ===
+=== [[Reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28IN_Rejected.29|IN 拒否]] ===
+=== [[Reporting-reference-guide/AllMetrics#Inbound_Emails_Unanswered_for_the_Day_.28IN_Ignored.29|IN Ignored]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Replied_for_the_Day_.28IN_Replied.29|IN 返信済みメール]] ===
+=== [[Reporting-reference-guide/AllMetrics#Number_of_Inbound_Emails_Joined_to_Already_Existing_Case.2C_Per_Day_.28IN_Joined.29|IN Joined]] ===
-=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Recategorized_to_a_Different_Service_by_Agents_.28IN_Svc_Changed.29|IN サービス変更]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Offered_to_Agent_for_the_Day_.28IN_Offered.29|IN Offered]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Total_for_the_Day_.28IN_Total_Talk_Time.29|IN 合計通話時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|IN on Hold]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN転送回数]] ===
+=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold_Unique.29|IN on Hold Unique]] ===
-=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|IN 保留]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Pulled_by_Agent_for_the_Day_.28IN_Pulled.29|IN Pulled]] ===
-=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold_Unique.29|IN 保留　個別]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28IN_Rejected.29|IN Rejected]] ===
-=== [[reporting-reference-guide/AllMetrics#Agent_Idle_Time_.28Idle_Time.29|アイドル時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Replied_for_the_Day_.28IN_Replied.29|IN Replied]] ===
-=== [[reporting-reference-guide/AllMetrics#Completed_Records_with_Personal_Agent_Assignments_.28Lists_P.A._Completed_or_P.A._Completed.29|完了レコード：パーソナル割り当て]] ===
+=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Recategorized_to_a_Different_Service_by_Agents_.28IN_Svc_Changed.29|IN Svc Changed]] ===
-=== [[reporting-reference-guide/AllMetrics#Remaining_Records_With_Personal_Agent_Assignments_.28Lists_P.A._Remaining.29|未処理レコード：パーソナル割り当て]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Total_for_the_Day_.28IN_Total_Talk_Time.29|IN Total Talk Time]] ===
+=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] ===
+=== [[Reporting-reference-guide/AllMetrics#Inbound_Transfers_Received_for_the_Day_.28IN_Transfers.29|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.
+=== [[reporting-reference-guide/AllMetrics#Completed_Records_with_Personal_Agent_Assignments_.28Lists_P.A._Completed_or_P.A._Completed.29|Lists P.A. Completed]] ===
+=== [[reporting-reference-guide/AllMetrics#Remaining_Records_With_Personal_Agent_Assignments_.28Lists_P.A._Remaining.29|Lists P.A. Remaining]] ===
 === [[reporting-reference-guide/AllMetrics#Net_Promoter_Score_.28NPS.29|NPS]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT エージェント側切断]] ===
+=== [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28OUT_Desktop.29|OUT デスクトップ]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT Agent Disconnected]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT 処理]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28OUT_Desktop.29|OUT Desktop]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28OUT_Rejected.29|OUT 拒否]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT リモート側切断]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28OUT_Rejected.29|OUT Rejected]] ===
-=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT 転送]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT Remote Disconnected]] ===
-=== [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|稼働率]] ===
+=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT Transferred]] ===
-=== [[reporting-reference-guide/AllMetrics#Time_in_Preview_.28Preview_Duration.29|プレビュー時間]] ===
+=== [[reporting-reference-guide/AllMetrics#Time_in_Preview_.28Preview_Duration.29|Preview Duration]] ===
-=== [[reporting-reference-guide/AllMetrics#Records_Previewed_for_the_Day_.28Previewed.29|プレビュー]] ===
+=== [[reporting-reference-guide/AllMetrics#Records_Previewed_for_the_Day_.28Previewed.29|Previewed]] ===
 === [[reporting-reference-guide/AllMetrics#My_Ready_Time_.28Ready_Time.29|Ready Time]] ===
+=== Rec ===
+''Rec'' indicates whether the currently active call is being recorded.
 === [[reporting-reference-guide/AllMetrics#Average_Sentiment_.28Sentiment.29|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.
 === [[reporting-reference-guide/AllMetrics#Records_Skipped_for_the_Day_.28Skipped.29|Skipped]] ===
@@ Line 106: / Line 131: @@
 === [[reporting-reference-guide/AllMetrics#Custom_Survey_Metric_2_.28Survey_2.29|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.