Agent performance - agent timelines

Owned by Helen Griffith
Last updated: Oct 16, 2023
2 min read

The Agent performance - agent timelines dashboard presents the agents' active with state changes for selected time. Information includes duration and status for all state changes that agent performed during selected time.

At the top of the dashboard you can set global filters for this dashboard:

  • Data range—the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to yesterday.
  • Agent—the agents (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of agents in the dashboard. By default, Agent filter is empty and needs to be provided to display data. 
  • Agent ID—the agents (identified by ID) that you want to analyze data for. You can choose different rules to narrow down the group of agents in the dashboard. By default, Agent ID filter contains all agents. 
  • State—the state that agent was in for particular time. For interaction events, this is the type of event the agent was engaged in on the interaction. For presence events, this is either the event category or a more specific state. By default, State filter contains all agent states. 

Agent timeline tile

The Agent timeline tile displays the results of agent's activity accordingly to selected filters. The agent's states are ordered chronologically and presented along with the duration and status, either ongoing or completed.

The Agent timeline tile contains the following columns:

  • Agent—the name of the agent as defined in the VCC admin portal during agent creation.
  • Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
  • Start time—the exact time and date on which the agent's state started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
  • State—the agent's state indicating the agents' presence availability (Ready, Ready for Outbound, Ready (Offline), Away, Extended Away, LoggedOut) or type of event the agent was engaged in on the interaction (Busy Inbound, Busy Internal, Busy Outbound, Failed, Ringing Inbound, Ringing Internal, Ringing Outbound, Unexpected, Wrap Inbound, Wrap Internal, Wrap Outbound)
  • Presence name—the lowest level of classification of presence events, which describes the presence. Both default and custom presence names exist. For example, Lunch break or Out of office. For interaction event states, Presence name is null.
  • Total duration—the total duration of time when agent was in particular state in hh:mm:ss format. For example, 00:21:37.
  • Status—the status indicating whether the agent's status has completed or is ongoing. 
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