Agent Metrics

Here you can see the list of available metrics for Agents and their meanings.

• Logged Time: This is the time in seconds that the agent was connected.
• Adherence Time: This is the time in seconds that the agent was connected within their scheduled hours. With this and the login time, you can calculate the % of adherence.
• Occupancy Time: This is the agent's occupancy time. It takes into account all calls and interactions attended, waiting, and completed.
• Time on Inbound Calls: This refers to the time the agent was occupied with inbound calls.
• Time on Outbound Calls: This refers to the time the agent was occupied with outbound calls.
• Waiting Time on Inbound Calls: This refers to the time the agent was waiting on inbound calls.
• Waiting Time on Outbound Calls: This refers to the time the agent was waiting on outbound calls.
• Inbound Calls Answered: This refers to the number of inbound calls answered.
• Number of Outbound Calls: This refers to the number of outbound calls made.
• Number of Calls Completed: This refers to the number of calls the agent completed, including both inbound and outbound calls.
• Transferred calls to another agent: This refers to the number of telephony interactions that were transferred to another agent.
• Transferred calls to another queue: This refers to the number of telephony interactions that were transferred to another queue.
• Received calls from another agent: This refers to the number of telephony interactions that were transferred directly to the agent.
• Completion Time: This refers to the time the agent was in the completion state.
• SMS/WhatsApp Interactions Attended: This refers to the number of SMS/WhatsApp interactions attended by the agent.
• SMS/WhatsApp Interactions Initiated: This refers to the number of SMS/WhatsApp interactions initiated by the agent.
• SMS/WhatsApp Interactions Completed: This refers to the number of SMS/WhatsApp interactions completed by the agent.
• Transfer of SMS/WhatsApp Interactions to Another Agent: This refers to the number of SMS/WhatsApp interactions transferred to another agent.
• Transfer of SMS/WhatsApp Interactions to Another Queue: This refers to the number of SMS/WhatsApp interactions transferred to another queue.
• Inbound SMS/WhatsApp: This refers to the number of inbound SMS/WhatsApp messages.
• Outbound SMS/WhatsApp: This refers to the number of outbound SMS/WhatsApp messages.
• Time on SMS/WhatsApp Interactions: This refers to the time the agent was occupied with SMS/WhatsApp interactions.
• Transfers of Attended SMS/WhatsApp Interactions: This refers to the number of SMS/WhatsApp interactions attended by the agent.
• Transfers of SMS/WhatsApp Interactions to Another Queue: This refers to the number of SMS/WhatsApp interactions transferred to another queue by the agent.
• Inbound WebChat: This refers to the number of inbound WebChat messages.
• Outbound WebChat: This refers to the number of outbound WebChat messages.
• Time on WebChat Interactions: This refers to the time the agent was occupied with WebChat interactions.