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List of Agent Metrics

This section provides detailed descriptions of the real-time metrics that apply to agents and can be displayed via the Agent Metrics View. Metrics are arranged in alphabetical order.

Active

The Active metric provides the number of interactions that are currently being actively handled by the agent. This metric includes all interactions in the agents’ Active Communications List (ACL), including the ones in the ACW stage. Emails in agents’ My Queues are not considered active and are not included in this count.

If an agent has more than one active interaction, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are currently being handled by this agent.

Note that in earlier versions of Bright Pattern Contact Center, the related metrics used to be called # Calls and # Chats, and email My Queue used to be called Personal Queue.

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

Agent State displays the current agent state in text form. For the Not Ready state, this metric includes the reason for not being ready, if available. Note that the same information is shown as an icon preceding agent’s name. Agent states and icons are explained in detail in the Bright Pattern Contact Center Agent Guide, section Understanding and Handling Your States.

Avg Idle Time

Avg Idle Time provides the average time that the agent has spent in the Ready state in between handling of service interactions.

Avg Preview Time

Avg Preview Time provides the average time that the agent has reviewed records of previewed outbound campaigns, from the moment the preview record was accepted by the agent and until it was either dialed or skipped.

Avg Reply Time

Avg Reply Time provides the average time between email arrival in the agent's My Queue and the moment when the first meaningful reply leaves the agent's My Queue.

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.

IN Active

IN Active provides the number of active inbound interactions for this agent. For more information, see the description of the Active agent metric.

IN Breached SLA

IN Breached SLA provides the number of inbound emails in the agent’s My Queue that have breached SLA (i.e., whose total processing time since arrival has exceeded the predefined service level threshold).

IN Carried Over

IN Carried Over provides the number of emails that were delivered to this agent by any method at any time before the reset time and that remained unprocessed at the reset time.

IN Closed

IN Closed provides the number of inbound emails that the agent has closed without reply.

IN Desktop

IN Desktop provides the number of inbound emails currently saved in the agent's My Queue.

IN Handled

IN Handled provides the number of inbound interactions that have been handled and completed by the agent.

For emails, this metric includes values for the following metrics:

  • IN Replied
  • IN Closed
  • IN Transferred
  • IN Svc Changed

IN Handled New

This metric applies to emails only and counts only new emails that have been handled by the agent (emails related to existing email threads are excluded).

IN Offered

IN Offered provides the number of inbound emails that have been pushed to the agent.

IN Pulled

IN Pulled provides the number of inbound emails that the agent has pulled from the service queues.

IN Rejected

IN Rejected provides the number of inbound interactions that have been either rejected or unanswered by the agent.

For emails, this metric includes inbound emails that were pushed to the agent and not accepted (returned to queue or transferring agent). It does not include emails that were accepted using the Postpone button.

IN Replied

IN Replied provides the number of inbound emails that the agent has replied to. Note that this metric counts only the first meaningful reply. Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted by the OUT Handled metric.

IN Svc Changes

IN Svc Changes provides the number of inbound emails that the agent has recategorized (i.e., associated with another service). Note that this metric counts only the emails that the agent continues to process after recategorizing them. Recategorized emails that are transferred to another resource are counted by the IN Transferred metric.

IN Transferred

IN Transferred provides the number of inbound emails that the agent has transferred, including transfers to queues and direct transfers to other agents. This metric does not include IN Svc Changed.

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.

OUT Agent Disconnected

OUT Agent Disconnected provides the number of outbound interactions handled by this agent that have been terminated by the agent. This metric does not apply to email.

OUT Desktop

OUT Desktop provides the number of outbound emails currently saved in the agent's My Queue.

OUT Discarded

OUT Discarded provides the number of outbound emails that the agent has started and subsequently discarded (deleted without being sent). Outbound emails include unsolicited emails and possible follow-up email messages related to previously replied to emails.

OUT Handled

OUT Handled provides the number of outbound interactions that have been handled and completed by the agent.

For emails, this metric includes both new outbound emails and possible follow-up email messages related to existing email threads.

OUT Rejected

OUT Rejected provides the number of predictive outbound calls that have been either rejected or unanswered by the agent.

OUT Remote Disconnected

OUT Remote Disconnected provides the number of outbound interactions handled by this agent that have been terminated by the remote party. Note that this metric does not apply to email.

OUT Transferred

OUT Transferred provides the number of outbound interactions that the agent has transferred.

Occupancy

Occupancy provides the percentage of time that the agent has spent handling interactions (including the preview time and After Call Work) relative to the agent's total working time (i.e., the time that the agents have spent handling interactions and being Ready to handle interactions).

Preview Duration

Preview Duration provides the time elapsed since the current preview record was opened by the agent.

Previewed

Previewed shows the number of preview records handled by the agent, including both dialed and skipped records.

Rec

Rec indicates whether the currently active call is being recorded.

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 provides the number of preview records skipped by the agent.

Skipped %

Skipped % provides the percentage of Skipped records relative to Previewed.

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, 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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