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agent_performance

This 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 service specified in the service_name field that was handled by the agent identified by the login_id field.

Column Name	Data Type	Description
id	BINARY (16)	Reserved
pkid	INT	Primary key.
login_id	VARCHAR	Agent login as defined in configuration.
first_name	VARCHAR	Agent first name as defined in configuration.
last_name	VARCHAR	Agent last name as defined in configuration.
team_name	VARCHAR	Name of the team that the agent is assigned to as defined in configuration.
rank	VARCHAR	Agent rank as defined in configuration.
no_service	BIT	Reserved
service_name	VARCHAR	Name of the service associated with the calls handled by the agent. If the agent handled calls for multiple services, his 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.
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.
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.
media_type	ENUM	Media type. Possible values VOICE, CHAT, EMAIL. If set to CHAT, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.
start_time	DATETIME	Start time of the aggregation interval.
end_time	DATETIME	End time of the aggregation interval.
agg_run_id	BINARY (16)	Aggregator run that produced this record.
total_num_calls	BIGINT	Reserved.
num_calls_in	BIGINT	Number of inbound calls offered to the agent. For email, number of emails that were pushed to the agent.
num_calls_answered	BIGINT	Number of inbound calls handled by the agent. For email, total number of inbound emails processed by the agent in any manner (replied to, closed without reply, or transferred).
num_calls_out	BIGINT	Number of initiated outbound calls. For email, number of outbound emails that were sent by this agent. Outbound emails include unsolicited emails and possible additional responses to inbound emails that were previously replied to.
num_calls_answered_outbound	BIGINT	Number of outbound calls handled by the agent.
num_calls_agent_abandoned	BIGINT	Reserved.
num_calls_rejected	BIGINT	Number of inbound or predictive outbound calls the agent rejected.
num_calls_no_answer	BIGINT	Number of inbound or predictive outbound calls the agent did not answer within the specified No Answer timeout. For email, number of emails that were pushed to the agent and were explicitly rejected (i.e., returned to the queue or to the transferring agent). Excludes emails that went into agent’s personal queue.
num_calls_graded	BIGINT	Number of calls handled by the agent that were graded.
num_initiated_transfers	BIGINT	Number of transfers made by the agent. For email, number of emails transferred by the agent to any other resource.
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_working_time	BIGINT	Total time 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).
total_ready_time	BIGINT	Total time the agent spent in the Ready state during the aggregation interval.
total_handling_time	BIGINT	Reserved.
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_acw_time	BIGINT	Reserved
total_handling_acw_time_in	BIGINT	The sum of after-call work times for inbound calls. For email, total time the agent spent doing after call work related to emails. Includes only the emails that agents replied to.
total_handling_acw_time_out	BIGINT	The sum of after-call work times for outbound calls.
total_busy_time_in	BIGINT	The sum of times the agent was busy with inbound calls. Includes hold times. Does not include ringing time or after call work time.
total_busy_time_out	BIGINT	The sum of times the agent was busy with outbound calls. Includes hold times. Does not include dialing time or after call work time.
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_acw_time_in	BIGINT	Reserved
total_acw_time_out	BIGINT	Reserved
total_hold_time_in	BIGINT	The sum of hold times for inbound calls. For email, total time emails spent in inactive state on the agent desktop. Includes only the emails that agents replied to.
total_hold_time_out	BIGINT	The sum of hold times for outbound calls.
num_surveys	BIGINT	Number of surveys available for calls handled by this agent.
num_surveys_with_cs	BIGINT	Number of surveys where the contact satisfaction question was responded to.
num_surveys_with_nps	BIGINT	Number of surveys where the net promoter score question was responded to.
num_surveys_with_fcr	BIGINT	Number of surveys where the first-call resolution question was responded to.
cs	BIGINT	The sum of contact satisfaction marks for all surveys where the contact satisfaction question was responded to.
nps	BIGINT	The sum of net promoter score points for all surveys where the contact satisfaction question was responded to.
num_fcr	BIGINT	Number of surveys that indicated first-call resolution relative to total number of surveys where the first-call resolution question was responded to.
grade_name	VARCHAR	Name of the call grading category.
grade_count	BIGINT	Number of calls handled by the agent that received any grades in the category specified in grade_name.
grade_total_value	BIGINT	The sum of all grades for the calls counted in grade_count.
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).
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.
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	Number of emails that the agent replied to. 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 counted in the num_calls_out field.
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.
email_answer_time	BIGINT	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 his personal queue.
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_waiting_ in_personal_queues	BIGINT	Number of inbound emails that were in the agent’s personal queue at the end of the interval.
num_emails_out_waiting_in_ personal_queues	BIGINT	Number of outbound emails that were in the agent’s personal queue at the end of the interval.
num_emails_in_service_changed	BIGINT	Number of inbound emails to the given service that the agent re-categorized (i.e., assigned another service to them and continued their processing).
num_emails_in_waiting_in_ personal_queues_breached_sla	BIGINT	Number of inbound emails remaining in the agent’s personal 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).