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Each row of data represents a single agent. The data is presented for all users with an agent license, or with supervisor or admin licenses if allowed to act as agents. The Agents set of data can be accessed within Agent Events, Agent Summary, Conversation Analyzer, Interaction Events, Groups, and Users Skills explores.
Within Agents you can report on dimensions including the following:
Email
Licence
Name
Phone number
Physical location
Username
WebRTC
For a complete list of agent event fields and their descriptions, see Agents fields.
Agent events
Each row of data represents a single event for an agent. Agent events can be one of two types — presence and interaction — and each event also has a category:
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For a complete list of agent event fields and their descriptions, see Agent events fields.
Agent summary
Each row of data represents the 15-minute slot in time of agent presence and interaction activity states. Agent Summary is a dataset that describes presence and interaction activity of agents throughout the day.
Agent summary data includes the agent's presence states and time in those states, how long the agent spent in each of the interaction states, and the numbers of times events occured. Counts, percentages, and duration measures are also available. The Agent summary set of data can be accessed within the Agent Summary explore.
For a complete list of agent summary fields and their descriptions, see Agent summary fields.
Groups
Each row of data represents a single group and its settings. When agent and group dimensions are shown, a row of data represents a group and agent combination, where the agent is in the group. Within groups you can report on:
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Count, maximum unexpected, maximum wrap, and group list measures are also available. The Groups set of data can be accessed within Agent Events, Groups, Interaction Events, Agent Summary, Conversation Analyzer, and Users explores.
For a complete list of groups fields and their descriptions, see Groups fields.
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Each row of data represents a single interaction. Interactions can have channels, events, start and end dates, and so on. Interaction events have many more dimensions and measures than agent events. The Interaction events set set of data can be accessed within Conversation Analyzer, Interaction Events explore, and Interaction Summary explores.
For a complete list of interactions fields and their descriptions, see Interaction events fields.
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Within Users you can report on:
Active
Agent configuration
Agent ID
Phone number
Physical location
WebRTC
Days since last login
Email
Last login date Date
Licence
Locked
Name
User ID
Username
For a complete list of users fields and their descriptions, see Users fields.
What visualization options are available for tiles?
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Historical Analytics can report on data from 14th February 14, 2018, onwards. Data from before 14th February 14, 2018, can be retrieved only from Stats and Reports.
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