Agent summary fields
Type | Name | Description | |
|---|---|---|---|
Dimensions | |||
| Agent ID | The unique identifier for the first agent in conversation. Agent ID is defined in the Vonage Contact Center admin portal during agent creation. | |
| Handled (per 15 min) | Number of times agent was handling within particular 15 min slot. | |
| Start date | The start date and time of the 15-minute slot within interaction. The dimension can show the data to the nearest:
The start date and time of the interaction in the examples is 2024-10-02 09:48:17. Weeks start on a Monday. | |
Measures | |||
| Agent state |
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| Busy (duration) | Total time agent was actively involved in interaction and was unavailable for new interactions (milliseconds). |
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| Busy (hh:mm:ss) | Total time agent was actively involved in interaction and was unavailable for new interactions (hh:mm:ss). |
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| Busy inbound (duration) | Total time agent was actively involved in inbound interaction and was unavailable for new interactions (milliseconds). |
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| Busy inbound (hh:mm:ss) | Total time agent was actively involved in inbound interaction and was unavailable for new interactions (hh:mm:ss). |
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| Busy internal (hh:mm:ss) | Total time agent was actively involved in internal interaction and was unavailable for new interactions (milliseconds). |
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| Busy internal (hh:mm:ss) | Total time agent was actively involved in internal interaction and was unavailable for new interactions (hh:mm:ss). |
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| Busy outbound (duration) | Total time agent was actively involved in outbound interaction and was unavailable for new interactions (milliseconds). |
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| Busy outbound (hh:mm:ss) | Total time agent was actively involved in outbound interaction and was unavailable for new interactions (hh:mm:ss). |
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| Idle (duration) | Total time agent could handle incoming interactions and had no active interactions (milliseconds). |
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| Idle (hh:mm:ss) | Total time agent could handle incoming interactions and had no active interactions (hh:mm:ss). |
| Agent summary count | The number of items included in selected dimensions. | |
| Interaction activity |
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| Alerting (duration) | Time agent with this interaction state is being offered, but is yet to accept an interaction (milliseconds). |
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| Alerting (hh:mm:ss) | Time agent with this interaction state is being offered, but is yet to accept an interaction (hh:mm:ss). |
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| Alerting inbound (duration) | Total duration agent had channel state of alerting on the interaction (inbound) (milliseconds). |
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| Alerting inbound (hh:mm:ss) | Total duration agent had channel state of alerting on the interaction (inbound) (hh:mm:ss). |
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| Alerting internal (duration) | Total duration agent had channel state of alerting on the internal interaction (milliseconds). |
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| Alerting internal (hh:mm:ss) | Total duration agent had channel state of alerting on the internal interaction (hh:mm:ss). |
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| Alerting outbound (duration) | Total duration agent had channel state of alerting on the outbound interaction (milliseconds). |
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| Alerting outbound (hh:mm:ss) | Total duration agent had channel state of alerting on the outbound interaction (hh:mm:ss). |
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| Connected (duration) | Total duration agent was actively connected to one or more interactions (milliseconds). |
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| Connected (hh:mm:ss) | Total duration agent was actively connected to one or more interactions (hh:mm:ss). |
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| Connected inbound (duration) | Total duration agent was connected to inbound call (milliseconds). |
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| Connected inbound (hh:mm:ss) | Total duration agent was connected to inbound call (hh:mm:ss). |
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| Connected internal (duration) | Total duration agent was connected to internal call (milliseconds). |
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| Connected internal (hh:mm:ss) | Total duration agent was connected to internal call (hh:mm:ss). |
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| Connected outbound (duration) | Total duration agent was connected to outbound call (milliseconds). |
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| Connected outbound (hh:mm:ss) | Total duration agent was connected to outbound call (hh:mm:ss). |
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| Fault (duration) | Total duration agent spent in Fault On Line or Network Congestion states (milliseconds). |
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| Fault (hh:mm:ss) | Total duration agent spent in Fault On Line or Network Congestion states (hh:mm:ss). |
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| Unexpected (duration) | Total time agent could not connect to one or more interactions for an unexpected reason (milliseconds). |
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| Unexpected (hh:mm:ss) | Total time agent could not connect to one or more interactions for an unexpected reason (hh:mm:ss). |
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| Wrap (duration) | Total time agent had a channel state of wrap on the interaction (milliseconds). |
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| Wrap (hh:mm:ss) | Total time agent had a channel state of wrap on the interaction (hh:mm:ss). |
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| Wrap inbound (duration) | Total time agent had a channel state of wrap on the inbound interaction (milliseconds). |
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| Wrap inbound (hh:mm:ss) | Total time agent had a channel state of wrap on the inbound interaction (hh:mm:ss). |
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| Wrap outbound (duration) | Total time agent had a channel state of wrap on the outbound interaction (milliseconds). |
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| Wrap outbound (hh:mm:ss) | Total time agent had a channel state of wrap on the outbound interaction (hh:mm:ss). |
| Interaction summary |
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| Accepted (%) | Percentage of interactions accepted by agent. |
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| Accepted (count) | Number of times an interaction was accepted. |
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| Accepted inbound (%) | Percentage of interactions was successfully delivered from queue to an agent. |
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| Accepted inbound (count) | Number of times interaction was successfully delivered from queue to an agent. |
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| Accepted internal (%) | Percentage of times where agent successfully connected on an internal interaction between two agents. |
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| Accepted internal (count) | Number of times an agent successfully connected to an internal interaction between two agents. |
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| Accepted outbound (%) | Percentage of interactions initiated and accepted by the agent, where intended destination was an external party (Outbound). This does not indicate a connection to a second party. |
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| Accepted outbound (count) | The number of interactions initiated and accepted by the agent, where intended destination was an external party (Outbound). This does not indicate a connection to a second party. |
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| Ended (count) | Number of times interaction ended within the slot. |
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| Not accepted - Agent no answer (count) | Number of times channel entered an alerting state, but accept timeout occurred. |
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| Not accepted - Connection unavailable (count) | Number of times channel entered an alerting state, but could not be connected to the agent because the required media — such as WebRTC — was not available. |
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| Not accepted - Declined (count) | Number of times agent had channel in alerting state, but the channel party did not accept because their device was busy. |
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| Not accepted - Device unreachable (count) | Number of times channel entered an alerting state, but the channel party did not accept because their device was unreachable. |
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| Not accepted - Fault (count) | Number of times agent had channel in alerting state, but the channel party did connect possibly due to configuration or network errors. |
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| Not accepted - Rejected (count) | Number of times channel entered an alerting state, but the interaction was manually or automatically rejected when assigned to the agent. |
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| Not accepted (count) | Number of times interaction was not accepted. |
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| Offered (count) | Number of times interaction was offered to agent. |
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| Offered inbound (count) | Number of times interaction was offered to the agent from a queue. |
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| Offered internal (count) | Number of times an agent was alerted to join an internal interaction between two agents. |
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| Offered outbound (count) | Number of times interaction was initiated by the agent, where intended destination was an external party (Outbound). |
| Presence activity |
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| Away (count) | Number of times agent was in Away state. |
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| Away (duration) | The duration agent was in an Away state (includes any Away minor states such as break, comfort break etc) (milliseconds). |
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| Away (hh:mm:ss) | The duration agent was in an Away state (includes any Away minor states such as break, comfort break etc) (hh:mm:ss). |
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| Eligible for routing (duration) | Total time agent had state that permits inbound interactions to be routed from a queue to agent (milliseconds). |
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| Extended Away (count) | Number of times agent was in Extended Away state. |
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| Extended Away (duration) | The duration agent was in an Extended Away state (includes any Extended Away minor states such as lunch, training, etc) (milliseconds). |
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| Extended Away (hh:mm:ss) | The duration agent was in an Extended Away state (includes any Extended Away minor states such as lunch, training, etc) (hh:mm:ss). |
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| Log Out (count) | Total number of times when agent was not logged into the Agent Desktop or ContactPad. |
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| Log Out (duration) | Total time when agent was not logged into the Agent Desktop or ContactPad (milliseconds). |
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| Log Out (hh:mm:ss) | Total time when agent was not logged into the Agent Desktop or ContactPad (hh:mm:ss). |
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| Login (count) | Number of times agent has logged in. |
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| Login (duration) | Total time agent was ready for handling interactions or was in Extended away state (milliseconds). |
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| Login (hh:mm:ss) | Total time agent was ready for handling interactions or was in Extended away state (hh:mm:ss). |
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| Ready (count) | Number of times agent was ready to handle interactions. |
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| Ready (duration) | The duration agent was ready to handle interactions (milliseconds). |
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| Ready (hh:mm:ss) | The duration agent was ready to handle interactions (hh:mm:ss). |
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| Ready (offline) (count) | Total number of times agent was able to make outbound calls or participate in consultations but was not available to handle inbound interactions. |
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| Ready (offline) (duration) | Total time agent was able to make outbound calls or participate in consultations but was not available to handle inbound interactions (milliseconds). |
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| Ready (offline) (hh:mm:ss) | Total time agent was able to make outbound calls or participate in consultations but was not available to handle inbound interactions (hh:mm:ss). |
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| Ready for outbound (count) | Total number of times agent was ready for handling outbound calls. |
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| Ready for outbound (duration) | Total duration agent was ready for handling outbound calls (milliseconds). |
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| Ready for outbound (hh:mm:ss) | Total duration agent was ready for handling outbound calls (hh:mm:ss). |