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    Data Overview

    Last updated: 2025-01-15 11:49:51
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      Tencent Cloud Contact Center (TCCC) provides comprehensive data, including agent and call statistics. It covers overall metrics and detailed insights by agent and skill group, helping management understand and optimize operations.

      Agent Data

      1.Agent Status in Real-Time

      Real-time agent status includes following
      Data Metrics
      Description
      Number of Logged-in Agents
      Number of agents logged in and online at present.
      Number of Idle Agents
      Number of agents in idle state at present.
      Number of Busy Agents
      Number of agents in busy state at present.
      Number of Unavailable Agents
      Number of agents in unavailable state at present.
      Number of Agents on Break
      Number of agents on break state at present.
      Number of Agents in After-call Work
      Number of agents in after-call work state at present

      2.Group Data

      The following data is presented in a grouped format, aggregating the data of all agents within the group.
      Type
      Data Metrics
      Description
      Date
      Date
      Display by date, such as "2024-10-07".
      Skill Group Information
      Skill Group name
      Skill group name set by the administrator.
      Skill Group ID
      System-assigned ID corresponding to the skill group.
      Total number of agents
      Number of all agents under the skill group.
      Different States
      Agent Information
      Number of Busy Agents
      Number of agents in busy state in this skill group at the current time (real-time data).
      Number of Idle Agents
      Number of agents in idle state in this skill group at the current time (real-time data).
      Number of Unavailable Agents
      Number of agents in unavailable state in this skill group at the current time (real-time data).
      Number of Agents on Break
      Number of agents in break state in this skill group at the current time (real-time data).
      Number of Agents in After-call Work
      Number of agents in after-call work state in this skill group at the current time (real-time data).
      Inbound
      Inbound Call Transfer Count
      Number of inbound calls transferred to this skill group from all IVR modules to agents.
      Number of Inbound Calls Answered
      Number of inbound calls transferred to this skill group with a duration greater than 0 for all calls.
      Inbound Call Answer Rate
      Number of inbound calls answered / Inbound Calls Transferred to Human Agent.
      Inbound Call Loss Count
      Number of calls transferred to this skill group but not connected, i.e., calls transferred to this skill group via the IVR transfer to agent node with a duration of 0.
      Inbound Call Loss Rate
      Inbound Call Abandon Rate = 1 - Inbound Call Answer Rate.
      20-Seconds Answer Count
      The number of calls successfully answered within 20 seconds (inclusive) from the start of ringing.
      20-Second Answer Rate
      Calls Answered Within 20 Seconds / Total Ringing Inbound Calls.
      Total Inbound Queue Time
      The total time of all calls transferred to agents while queuing.
      Average Inbound Queue Time
      Total inbound queue duration / the number of inbound calls transferred to an agent that experienced queueing.
      Total Inbound Ringing Duration
      The total sum of ringing durations for all inbound calls within the selected range (Ringing Duration = Connection Time - Ringing Start Time).
      Average Ring Time for Inbound Calls
      Total Ring Time for inbound Calls / Number of inbound Calls That Rang
      Total Inbound Call Duration
      The total duration of all inbound calls within the selected time range.
      Average Call Duration for Inbound Calls
      Total Call Duration for inbound Calls / Number of Connected inbound Calls
      Inbound Satisfaction Survey Trigger Count
      Number of inbound calls that triggered a voice (satisfaction) survey.
      Inbound Satisfaction Response Count
      Total number of user responses to the satisfaction survey during inbound calls assigned to this skill group
      Inbound Satisfaction Response Rate
      Ratio of user responses to total inbound calls.
      Total Inbound Satisfaction Score
      Sum of inbound satisfaction scores from users who responded in the survey.
      Average Inbound Satisfaction Score
      Total inbound satisfaction score / Total inbound satisfaction responses.
      Outbound
      Outbound Call Count
      Total number of outbound calls for this skill group.
      Outbound Connection Count
      The total number of outbound calls with a call duration greater than 0.
      Outbound Connection Rate
      Number of outbound calls answered / Number of outbound calls.
      Outbound Call Loss Count
      The total number of outbound calls with a call duration of 0.
      Outbound Call Loss Rate
      The outbound call loss rate = 1 - outbound call connection rate.
      Total Outbound Ringing Duration
      The total sum of ringing durations for all outbound calls (Ringing Duration = Connection Time - Ringing Start Time).
      Average Outbound Ringing Duration
      Total outbound ringing duration / the number of outbound calls that generated ringing.
      Total Duration of Outbound Calls
      Total call duration of all outbound calls for this skill group.
      Average Duration of Outbound Calls
      Total duration of outbound calls / Number of outbound calls answered.
      Outbound Satisfaction Survey Trigger Count
      Number of outbound calls that triggered a voice (satisfaction) survey.
      Outbound Satisfaction Response Count
      Total number of user responses to the satisfaction survey during outbound calls assigned to this skill group
      Outbound Satisfaction Response Rate
      Ratio of user responses to total outbound calls.
      Total Outbound Satisfaction Score
      Sum of outbound satisfaction scores from users who responded in the survey.
      Average Outbound Satisfaction Score
      Total outbound satisfaction score / Total outbound satisfaction responses.

      Agent Data

      Detailed data of agent dimension supports displaying related data of agent dimension by different time ranges and agents, including the following data:
      Type
      Data Metrics
      Description
      Date
      Date
      Display by date, such as "2024-10-07".
      Agent Information
      Agent Name
      Agent's name set by the admin.
      Agent ID
      Agent ID set by the admin.
      Current agent status
      Status of the agent at the current time (real-time data).
      Agent's email
      Agent's email set by the administrator.
      Agent type
      Agent type set by the administrator.
      Skill group to which the agent belongs
      Skill groups to which the agent belongs set by the administrator, displayed separated by commas if multiple.
      Status Duration
      Total Online Duration
      Total duration the agent is in online state.
      Total Idle Duration
      Total duration the agent is in idle state.
      Total Busy Duration
      Total duration the agent is in busy state.
      Total On Break Duration
      Total duration the agent is in break status.
      Total Unavailable Duration
      Total duration the agent is in unavailable state.
      Total After-Call Work Duration
      Total duration the agent is in after-call-work state.
      Inbound
      Inbound Call Transfer Count
      Number of inbound calls transferred to this agent from all IVR modules.
      Number of Inbound Calls Answered
      Number of inbound calls transferred to this agent with a duration greater than 0.
      Inbound Call Answer Rate
      Number of inbound calls answered / Inbound Calls Transferred to Human Agent.
      Inbound Call Loss Count
      Number of calls transferred to this agent but not connected, i.e., calls transferred to this agent via the IVR transfer node with a duration of 0.
      Inbound Call Loss Rate
      Inbound Call Abandon Rate = 1 - Inbound Call Answer Rate.
      20-Seconds Answer Count
      Number of inbound calls transferred to this agent's manual service and successfully connected within 20 seconds (including 20 seconds) from the start of ringing.
      20-Second Answer Rate
      Number of calls connected within 20 seconds from the start of ringing / Total number of inbound calls transferred to this agent and ringing.
      Total Inbound Queue Time
      Total queue duration of all inbound calls transferred to this agent.
      Average Inbound Queue Time
      Total queue duration of inbound calls / Total number of inbound calls transferred to this agent and queued.
      Total Inbound Ringing Duration
      Total ringing duration of all inbound calls transferred to this agent (Ringing duration = Connection time - Ringing start time).
      Average Ring Time for Inbound Calls
      Total ringing duration of inbound calls / Total number of inbound calls transferred to this agent and ringing.
      Total Inbound Call Duration
      Total call duration of all inbound calls to this agent.
      Average Call Duration for Inbound Calls
      Total Call Duration for inbound Calls / Number of Connected inbound Calls
      Outbound
      Outbound Call Count
      Total number of outbound calls for this agent.
      Outbound Connection Count
      Number of outbound calls for this agent with a duration greater than 0.
      Outbound Connection over 20 Seconds
      Total call duration of all outbound calls for this agent over 20 seconds
      Outbound Connection Rate
      Number of outbound calls answered / Number of outbound calls.
      Outbound Call Loss Count
      Number of outbound calls for this agent with a duration of 0
      Outbound Call Loss Rate
      The outbound call loss rate = 1 - outbound call connection rate.
      Total Outbound Ringing Duration
      Total ringing duration of all outbound calls for this agent (Ringing duration = Connection time - Ringing start time)
      Average Outbound Ringing Duration
      Total ringing duration of outbound calls / Total number of outbound calls for this agent and ringing
      Total Duration of Outbound Calls
      Total call duration of all outbound calls of this agent.
      Average Duration of Outbound Calls
      Total duration of outbound calls / Number of outbound calls answered.
      Total Duration of Outbound Calls over 20 Seconds
      Total call duration of all outbound calls for this agent over 20 seconds
      Description of agent satisfaction evaluation data is as follows:
      Type
      Data Metrics
      Description
      Agent Information
      Agent Name
      Agent's name set by the admin.
      Group
      The agent group is set by the admin. If an agent is assigned to multiple groups, the groups will be displayed separated by commas.
      Agent ID
      Agent ID set by the admin.
      Inbound
      Number of Inbound Calls Answered
      Number of inbound calls within the filter range transferred to this agent with a duration greater than 0.
      Inbound Satisfaction Survey Trigger Count
      Number of inbound calls transferred to this agent that triggered a voice satisfaction survey
      Inbound Satisfaction Response Count
      Total number of inbound calls transferred to this agent where users responsed satisfaction survey.
      Inbound Satisfaction Response Rate
      Ratio of user responses to total inbound calls.
      Total Inbound Satisfaction Score
      Total response score from satisfaction survey for all inbound calls handled by this agent
      Average Inbound Satisfaction Score
      Total inbound satisfaction score / Total number inbound user responses.
      Outbound
      Outbound Connection Count
      Number of outbound calls for this agent within the filter range with a duration greater than 0.
      Outbound Satisfaction Survey Trigger Count
      Number of outbound calls transferred to this agent that triggered a voice satisfaction survey
      Outbound Satisfaction Response Count
      Total number of outbound calls transferred to this agent where users responsed satisfaction survey.
      Outbound Satisfaction Response Rate
      Ratio of user responses to total outbound calls.
      Total Outbound Satisfaction Score
      Total response score from satisfaction survey for all outbound calls handled by this agent
      Average Outbound Satisfaction Score
      Total outbound satisfaction score / Total outbound user responses.
      Response Key
      Key X_Survey Content
      Survey content for response key "X" within the filter range, where "X" is the actual key pressed by the user, such as 1, 2, 3, etc.
      Key X_Survey Count
      Number of times response key "X" was pressed within the filter range, where "X" is the actual key pressed by the user, such as 1, 2, 3, etc.
      Key X_Survey Trigger Rate
      Key X_Survey Count / Key X_Survey Response Count.

      II. Call Data

      1.Call Data in Real-Time

      This refers to the call-related indicators in real-time, including the following:
      Data Metrics
      Description
      Current Inbound Call Count
      Number of inbound calls in IVR process at present
      Current Queued Call Count
      Number of inbound calls currently queued for agents.
      Current Average Queue Time
      Total queue time for inbound calls currently queued for agents / current queued call count.
      Current Ringing Call Call
      Number of calls currently ringing.
      In-Call Count (Inbound)
      Number of inbound calls currently handled by agents (user answers).
      In-Call Count (Outbound)
      Number of outbound calls currently handled by agents (user answers).

      Call Data Indicators

      Call Indicators can be searched by date range, number, skill group, and agent, including the following:
      Type
      Data Metrics
      Description
      Inbound
      Inbound Call Count
      Number of inbound calls in IVR process
      Inbound Call Transfer Count
      Number of calls transferred to agents within IVR process in selected range
      Inbound Call Transfer Rate
      Number of inbound calls transferred to an agent/Number of inbound calls within the selected range
      Number of Inbound Calls Answered
      Number of inbound calls with a duration greater than 0 within the selected range
      Inbound Call Answer Rate
      Number of inbound calls answered/Number of inbound calls within the selected range
      20-Seconds Answer Count
      Number of calls successfully answered within 20 seconds (inclusive) from start of ringing.
      20-Second Answer Rate
      Calls Answered Within 20 Seconds / Total Ringing Inbound Calls.
      Inbound Call Loss Count
      Number of calls transferred to an agent but not connected, i.e., calls that entered IVR agent transfer node but were not successfully answered.
      Inbound Call Loss Rate
      Number of inbound call loss within the selected range/Number of inbound calls transferred to an agent
      Inbound IVR Abandonment
      Number of inbound calls abandoned during IVR stage without being transferred to an agent.
      Total Inbound Queue Time
      Total queue duration of all inbound calls transferred to agents within the selected range.
      Average Inbound Queue Time
      Total queue duration of inbound calls within the selected range/Number of inbound calls transferred to queue
      Total Inbound Ringing Duration
      Total inbound ring duration within the selected range (ring duration = answer time - ring start time).
      Average Ring Time for Inbound Calls
      Total ring duration of inbound calls within the selected range/Number of inbound calls that rang
      Total Inbound Call Duration
      Total duration of all inbound calls within the selected range
      Average Call Duration for Inbound Calls
      Total duration of inbound calls within the selected range/Number of inbound calls answered
      Inbound Satisfaction Survey Trigger Count
      Number of inbound calls that triggered a voice (satisfaction) survey.
      Inbound Satisfaction Response Count
      Total number of user responses to the satisfaction survey during inbound calls.
      Inbound Satisfaction Response Rate
      Ratio of user responses to total inbound calls.
      Total Inbound Satisfaction Score
      Sum of inbound satisfaction scores from users who responded in the survey.
      Average Satisfaction Score for Inbound Calls
      Total inbound satisfaction score / Total inbound satisfaction responses.
      Outbound
      Outbound Call Count
      Number of all outbound calls within the selected range.
      Outbound Connection Count
      Number of outbound calls with a duration greater than 0 within the selected range.
      Outbound Connection Rate
      Outbound connection count / outbound call count.
      Outbound Call Loss Count
      Number of outbound calls with a call duration of 0
      Outbound Call Loss Rate
      Unanswered Outbound Calls / Outbound Call Volume.
      Total Outbound Ringing Duration
      Total outbound ring duration within the selected range (ring duration = answer time - ring start time).
      Average Outbound Ringing Duration
      Total outbound ring duration within the selected range/Number of outbound calls that rang.
      Total Duration of Outbound Calls
      Total duration of all outbound calls within the selected range.
      Average Duration of Outbound Calls
      Total duration of outbound calls within the selected range/Number of outbound calls answered.
      Outbound Satisfaction Survey Trigger Count
      Number of outbound calls that triggered a voice (satisfaction) survey.
      Outbound Satisfaction Response Count
      Total number of user responses to the satisfaction survey during outbound calls.
      Outbound Satisfaction Response Rate
      Ratio of user responses to total outbound calls.
      Total Outbound Satisfaction Score
      Sum of outbound satisfaction scores from users who responded in the survey.
      Average Outbound Satisfaction Score
      Total outbound satisfaction score / Total outbound satisfaction responses.

      Number Health Data

      Number and Call Indicators support search by date range and number
      Type
      Data Metrics
      Description
      Inbound
      Inbound Call Count
      Number of all inbound calls to the number within the selected range.
      Number of Inbound Calls Answered
      Number of inbound calls to the number with a duration greater than 0.
      Inbound Call Answer Rate
      Number of inbound calls answered/Number of inbound calls within the selected range
      Inbound Call Loss Count
      Number of unanswered inbound calls to the number within the selected range.
      Inbound Call Loss Rate
      Unanswered Inbound Calls / Number of Inbound Calls Transferred to Agents
      Outbound
      Outbound Call Count
      Number of outbound calls from the number within the selected range.
      Outbound Connection Count
      Number of outbound calls with a duration greater than 0 for number
      Outbound Connection Rate
      Outbound connection count / outbound call count.
      Outbound Call Loss Count (non-telephone line reason)
      Number of outbound calls not connected due to non-telephone line reasons for number.
      Outbound Call Abandon Rate (non-line reasons)
      Outbound call loss count (non-telephone line reason) / outbound call count.
      Outbound Call Loss Count (telephone line reason)
      Number of outbound calls not connected due to telephone line reasons for number.
      Outbound Call Loss Rate (telephone line reason)
      Outbound call loss count (telephone line reason) / outbound call count.
      
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