Data Metrics | Explanation |
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. |
Type | Data Metrics | Explanation |
Time | Time | Display date dimension, such as "2024-10-07". |
Skill group information | Group Name | Skill group name set by the administrator. |
| Group ID | System-assigned ID corresponding to the skill group. |
| Total Number of Agents | Number of all agents under the 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 | Total sum of ringing durations for all inbound calls within 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 Call Duration for Inbound Calls | Total call duration of all inbound |
| 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 transferred to this group that triggered a voice satisfaction survey |
| Inbound Satisfaction Response Count | Total number of inbound calls transferred to this group where users responsed satisfaction survey. |
| Inbound Satisfaction Response Rate | Ratio of user key responses to total inbound calls. |
| Total Inbound Satisfaction Score | Total response score from satisfaction survey for all inbound calls handled by this group. |
| Average Inbound Satisfaction Score | Total inbound satisfaction score / Total number inbound user responses. |
Outbound | Outbound Call Count | Total number of outbound calls for this skill group. |
| Outbound Connection Count | Number of outbound calls for this skill group with a duration greater than 0. |
| Outbound Connection Rate | Number of outbound calls answered / Number of outbound calls. |
| Outbound Call Loss Count | Number of outbound calls for this skill group with a duration of 0. |
| Outbound Call Loss Rate | Outbound Call Abandon Rate = 1 - Outbound Call Answer 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 transferred to this group that triggered a voice satisfaction survey |
| Outbound Satisfaction Response Count | Total number of outbound calls transferred to this group where users responsed satisfaction survey. |
| Outbound Satisfaction Response Rate | Number of key responses for outbound satisfaction evaluation / Number of outbound calls answered. |
| Total Outbound Satisfaction Score | Total response score from satisfaction survey for all outbound calls handled by this group. |
| Average Outbound Satisfaction Score | Total outbound satisfaction score / Total outbound user responses. |
Type | Data Metrics | Explanation |
Time | Time | Display date dimension, such as "2024-10-07". |
Agent information | Agent Name | Agent's name set by the admin. |
| Agent ID | Agent ID set by the admin. |
| Agent Status | Current agent status in real-time |
| Agent Email | Agent email address set by the admin. |
| Agent Type | Agent type 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. |
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 entering IVR and transferred to this agent. |
| 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 answered within 20 seconds / 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 Call Duration for Inbound Calls | 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. |
| Number of outbound calls with duration over 20 seconds | Total call duration of all outbound calls for this agent exceeding 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 | Outbound Call Abandon Rate = 1 - Outbound Call Answer 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 exceeding 20 seconds. | Total call duration of all outbound calls for this agent exceeding 20 seconds |
Type | Data Metrics | Explanation |
Agent information | Agent Name | Agent's name set by the admin. |
| Skill Group | The name of the skill group to which the agent belongs. |
| 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 inbound calls. |
| Total Outbound Satisfaction Score | Total response score from satisfaction survey for all inbound calls handled by this agent. |
| Average Outbound Satisfaction Score | Total inbound satisfaction score / Total number inbound 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. |
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