Contents
- Introduction
- Statistical Data
- General Information About Statistical Data
- agent_performance
- team_performance
- service_in_time_counters
- service_performance
- overflow_counters
- disposition_counters
- callback_counters
- requested_skills
- scenario_step_counters
- concurrent_users
- Detailed Records
- General Information About Detailed Records
- agent_activity
- call_detail
- interaction_step_skills
- interaction_quality_monitoring
- interaction_quality_monitoring_grades
- 1 agent_performance
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). |