Groups fields
- 1 Overview
- 2 Dimensions
- 3 Measures
- 3.1 Count
- 3.2 Group max unexpected
- 3.3 Group max wrap-up
- 3.4 Groups list
Overview
Groups fields provide descriptive information about groups defined in Vonage Contact Center (VCC). You can use these fields when building custom reports or dashboards to analyze group configurations, behavioral thresholds, and group membership.
Groups fields let you report on:
Group identity and configuration.
Maximum unexpected state and wrap-up time thresholds.
Group membership.
Available in
Groups fields are available in the following explores:
Agent Events.
Agent Summary.
Agent Interactions Summary.
Conversation Analyzer (if enabled for your account).
Groups.
Interaction Events.
Users.
For an explanation of field types (dimensions, measures, and filter-only fields), see the Historical Analytics fields page.
For information on how to use these fields when building reports, see Using Historical Analytics.
Dimensions
Users fields available in the Groups explore
In the Groups explore, a subset of user fields is also available under the joined Agents dataset. For more information, see Users fields.
Name | Description |
|---|---|
Agent ID | The unique identifier for the agent in the group, as defined in User Admin in the VCC admin portal during agent creation. |
Group display ID | The group ID, set in User Admin in the VCC admin portal during group creation. |
Group max unexpected | The maximum time, in seconds, that a user in the group can be in any unexpected or fault state, such as Fault on Line, No Answer, or Line Busy. |
Group max wrap up | The maximum time, in seconds, that an agent in the group can be in an automatic wrap state. |
Group name | The name of the group, set in User Admin in the VCC admin portal during group creation. |
Measures
Count
Name | Description |
|---|---|
Count | The number of items included in selected dimensions. |
Group max unexpected
Name | Description |
|---|---|
Average | The average maximum unexpected state time across selected groups, in seconds. |
Maximum | The longest maximum unexpected state time across selected groups, in seconds. |
Minimum | The shortest maximum unexpected state time across selected groups, in seconds. |
Group max wrap-up
Name | Description |
|---|---|
Average | The average maximum wrap-up time across selected groups, in seconds. |
Maximum | The longest maximum wrap-up time across selected groups, in seconds. |
Minimum | The shortest maximum wrap-up time across selected groups, in seconds. |
Groups list
Name | Description |
|---|---|
Groups list | The list of group names. Can be used as a standalone measure or combined with selected dimensions. |