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.