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Agent
Name
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First
name and last name of the agent.
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Agent ID
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Login
ID of the agent.
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Agent Extension
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Last
active Unified CCX extension that Unified Communications Manager assigned to
the agent.
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Calls Presented
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Calls that are sent to the agent, regardless of whether the
agent picks up the call.
If a call is connected to an agent, transferred to another
agent, and then transferred back to the original agent, the value for the
original agent increases by two (once for each time the call was presented).
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Calls Handled
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Calls that are connected to the agent.
-
If the agent establishes a conference with another agent, this
value increases by one for the conferenced agent.
-
If the agent transfers a call and the call is transferred back
to the agent, this value increases by two.
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Calls Abandoned
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Calls that are abandoned at the agent level.
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Total Logged
In Time
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Total time that the agent is logged in to Unified CCX.
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Average Logged
In Time
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Average logged-in time = Logged-in time of the agent / Number of
logged-in sessions of the agent
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Not Ready Time
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Time
that the agent spent in Not Ready state.
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Not Ready Time (%)
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Percentage of time that the agent spent in Not Ready state.
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Ready Time
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Time
that the agent spent in Ready state.
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Ready
Time (%)
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Percentage of time that the agent spent in Ready state.
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Reserved Time
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Time
that the agent spent in Reserved state.
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Reserved Time (%)
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Percentage of time that the agent spent in Reserved state.
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Talk Time
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Time
that the agent spent in Talking state.
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Talk Time (%)
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Percentage of time that the agent spent in Talking state.
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Hold Time
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Time that the agent
put the calls on hold.
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Hold Time (%)
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Percentage of time that the agent put
the calls on hold.
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Work Time
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Time
that the agent spent in Work state.
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Work
Time (%)
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Percentage of time that the agent spent in Work state.
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Avg Handle Time
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Average handle time for all calls that the agent handled.
Handle time = Talk time + Hold time + Work time
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Max
Handle Time
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Longest handle time of any call that the agent handled.
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Avg Talk Time
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Average talk time for calls that the agent handled.
Elapsed time between the time an agent connects to a call and
time when the call is disconnected or transferred, not including hold time.
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Max
Talk Time
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Longest talk time of any call that the agent handled.
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Avg
Hold Time
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Average hold time for calls that the agent handled.
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Max
Hold Time
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Longest hold time of any call that the agent handled.
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Avg
Work Time
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Average time that an agent spent in Work state after calls.
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Max
Work Time
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Longest time that an agent spent in Work state after a call.
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Avg
Idle Time
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Average time that an agent spent in Not Ready state.
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Max
Idle Time
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Longest time that an agent spent in Not Ready state.
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Handle Ratio
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Handle ratio = Calls that the agent handled / Calls that are
routed to the agent
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Total
Inbound
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Total
calls that the agent receives.
Total
Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD
calls.
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Inbound
ACD - Total
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Unified
CCX calls that the agent receives.
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Inbound
ACD - Avg Talk Time
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Average time that the agent spent in Talking state for received
Unified CCX calls.
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Inbound
ACD - Avg Hold Time
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Average
time that the agent put the received Unified CCX calls on hold.
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Inbound
ACD - Avg Work Time
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Average
time that the agent spent in Work state for received Unified CCX calls.
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Inbound Non-ACD On IPCC
- Total
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Non-Unified CCX calls that are received by the agent on a
Unified CCX extension, including calls made by other agents and by outside
parties.
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Inbound
Non-ACD On IPCC - Avg Talk Time
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Average time that the agent spent in Talking state for
non-Unified CCX calls received on a Unified CCX extension.
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Inbound
Non-ACD On IPCC - Max Talk Time
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Maximum time that the agent spent in Talking state on a
non-Unified CCX call received on a Unified CCX extension.
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Inbound
Non-ACD On Non-IPCC - Total
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Non-Unified CCX calls received by the agent on a non-Unified CCX
extension including calls made by other agents and by outside parties.
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Inbound
Non-ACD On Non-IPCC - Avg Talk Time
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Average
time that the agent spent in Talking state for non-Unified CCX calls received
on a non-Unified CCX extension.
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Inbound
Non-ACD On Non-IPCC - Max Talk Time
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Maximum
time that the agent spent in Talking state on a received non-Unified CCX call
received on a non-Unified CCX extension.
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Outbound
On IPCC - Total
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Calls
that the agent dials on a Unified CCX extension including both connected and
attempted calls.
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Outbound On IPCC
- Avg Call Time
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Average
call time of the outbound calls on a Unified CCX extension.
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Outbound On IPCC - Max Call Time
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Maximum time that the agent spent in Talking state on an
outbound call on a Unified CCX extension.
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Outbound On Non-IPCC - Total
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Calls
that the agent dials on a non-Unified CCX extension including both connected
and attempted calls.
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Outbound On Non-IPCC - Avg Call Time
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The
average call time and the longest call time spent for the outbound calls on a
non-Unified CCX extension.
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Outbound On Non-IPCC - Max Call Time
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Maximum time that the agent spent in Talking state on an
outbound call on a non-Unified CCX extension.
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ACD - Transfer In
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Unified CCX calls that are transferred to the agent.
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Non-ACD - Transfer In
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Non-Unified CCX calls that are transferred to the agent.
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ACD - Transfer Out
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Unified CCX calls that the agent transfers out.
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Non-ACD - Transfer Out
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Non-Unified CCX calls that the agent transfers out.
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ACD - Conference
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Inbound Unified CCX conference calls in which the agent
participates.
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Non-ACD - Conference
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Non-Unified CCX conference calls in which the agent
participates.
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