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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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Inbound
Calls—Presented
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Calls that are presented to the agent, regardless of whether the agent handles the calls or not.
The value for the original agent increases by two (once for each time the call was transferrred):
- If the agent is conneted to a call and the call is transferred to another agent.
- If the call is transferred back to the original agent.
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Inbound
Calls—Handled
|
Calls that
are connected to the agent.
- If the agent establishes a conference with another agent,
this value increases by one for the conferenced call.
- If the agent transfers a call and the call is transferred
back to the agent, this value increases by two.
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Inbound Calls—RNA
|
Ring-no-answer(RNA).
Calls that were routed to the agent and the agent did not answer.
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Inbound
Calls—Handle Time Max
|
Longest
handle time of any call that the agent handled.
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Inbound
Calls—Handle Time Avg
|
Average
handle time for all calls that the agent handled.
Handle time = Talk time + Hold time + Work time
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Outbound Calls—RNA
|
Ring-no-answer(RNA).
Number of outbound calls that the agent did not answer.
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Outbound
Calls—Talk Time Max
|
Longest talk
time of any call that the agent handled.
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Outbound
Calls—Talk Time Avg
|
Average talk
time for all 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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Chat—Presented
|
Number of
chats that are presented to the agent.
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Chat—Handled
|
Number of
chats that the agent accepted.
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Chat—Chat No
Answer/Declined
|
Number of chats that
are presented to the agent, but not answered or declined.
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|
Chat—Active
Time Max
|
Longest chat
time of a chat that the agent handled.
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Chat—Active
Time Avg
|
Average chat
time of the chats that the agent handled.
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Email—Presented
|
Number of
email messages that are presented to the agent.
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Email—Handled
|
Number of
email messages that the agent replied and forwarded. The send date and time
determines whether the email message falls within the interval.
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Email—Discarded
|
Number
of email messages that the agent discarded. The discarded date and time
determines whether the email message falls within the interval.
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Email—Requeued
|
Number
of email messages that the agent requeued. The requeue date and time
determines whether the email message falls within the interval.
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