|
Field |
Description |
|---|---|
|
Agent Name |
First name and last name of the agent. |
|
Agent ID |
Login ID of the agent. |
|
State |
The current state of the agent—Not Ready, Ready, Partial Busy, Busy, Reserved. |
|
Duration |
Time that the agent spent in the current state. |
|
Active Emails |
Number of email messages that the agent is handling. |
|
Emails Presented |
Number of email messages that are presented to the agent since midnight. |
|
Emails Handled |
Number of email messages that are handled by the agent since midnight. |
Emails Discarded |
Number of email messages that the agent discarded since midnight. |
Emails Requeued |
Number of email messages that the agent requeued since midnight. |
|
Field |
Description |
|---|---|
Login Duration |
Elapsed time between the login time and the logout time since midnight. |
CSQs Serving |
List of CSQs that the agent is serving. |
Agent Utilization—Not Ready |
Percentage of time that the agent spent in Not Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Ready |
Percentage of time that the agent spent in Ready state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Partial Busy |
Percentage
of time that the agent spent in Partial Busy state since midnight. It
is calculated every minute and is one of the components that add up to
the agent's total login duration. |
| Agent Utilization—Busy | Percentage of time that the agent spent in Busy state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |
Agent Utilization—Reserved |
Percentage of time that the agent spent in Reserved state since midnight. It is calculated every minute and is one of the components that add up to the agent's total login duration. |