Agent Statistics

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Reporting in Genesys Engage cloud.

Report	Statistic	Definition
Agent Group Status	Ready	The number of agents who are currently in the Ready state. Typically, it represents the total number of agents waiting for customer interactions or specific tasks.
Agent Group Status	Not Ready	The number of agents who are currently logged in and who are currently in the NotReady state. Typically, it represents the total number of agents not available to handle incoming interactions.
Agent Group Status	Break	The number of agents who are in Not Ready state with Reason Break.
Agent Group Status	Lunch	The number of agents who are in Not Ready state with Reason Lunch.
Agent Group Status	Offline	The number of agents who are in Not Ready state with Reason different from Lunch and Break.
Agent Group Status	ACW	The current number of agents in the AfterCallWork status. Typically this status happens when an agent is no longer talking with the customer but still requires additional time to handle properly customer requests.
Agent Group Status	Consult	The current number of agents in CallConsult status (participating in consultation calls).
Agent Group Status	Dialing	The current number of agents in CallDialing status (dialing calls).
Agent Group Status	On Hold	The current number of agents in CallOnHold status; that is, where the agent has one or more calls on hold.
Agent Group Status	Inbound	The current number of agents in CallInbound status; that is, where the agent is conducting one or more inbound calls.
Agent Group Status	Outbound	The current number of agents in CallOutbound status; that is, where the agent is conducting one or more outbound calls.
Agent Group Status	Internal	The current number of agents in CallInternal status; that is, where the agent is conducting one or more internal calls.
Agent Group Status	Ringing	The current number of agents in CallRinging status; that is, where one or more calls are waiting to be answered by an agent.
Agent Group Status	Logged Out	The number of agents that are currently logged out from Genesys environment.
Agent Group Status	% Ready	The percentage of agents ready to handle customers calls.
Agent Group Status	% Not Ready	The percentage of agents in a not ready status.
Agent Group Status	% Inbound	The percentage of agents handling customer calls.
Agent KPIs	Login Time	The total time that monitored agents were logged in. This metric does not include logged-in time when the switch is disconnected from Stat Server. When this metric is applied to an Agent Group, this metric calculates the total login time for all the agents belonging to the specified group.
Agent KPIs	Ready Time	The total time this agent spent waiting for the next call. The total duration of all WaitForNextCall statuses that completed for a particular agent during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total ready time for all the agents belonging to the specified group.
Agent KPIs	Not Ready Time	The total time that an agent's DN completed being in NotReadyForNextCall status during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total not ready time for all the agents belonging to the specified group.
Agent KPIs	Break Time	The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Break.
Agent KPIs	Lunch Time	The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Lunch.
Agent KPIs	Offline Time	The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason different from Break and Lunch.
Agent KPIs	Ringing Time	The total amount of time that calls were ringing on an agent's phone.
Agent KPIs	Dialing Time	The total amount of time that calls were dialing on an agent's phone.
Agent KPIs	Handle Time	The total time agents spend handling inbound, internal or outbound calls.
Agent KPIs	In Time	The total time agents spend handling inbound calls.
Agent KPIs	Out Time	The total time agents spend handling outbound calls.
Agent KPIs	Hold Time	The total time agents spend on hold.
Agent KPIs	ACW Time	The total time an agent's DN(s) completed being in AfterCallWork status during the reporting interval. This typically represents the time an agent spent doing follow-up work after calls.
Agent KPIs	Consult Time	The total time agents spend handling consultative calls.
Agent KPIs	Internal Time	The total time agents spend handling internal calls.
Agent KPIs	Offered	The total number of calls offered to an agent.
Agent KPIs	Answered	The total number of incoming calls answered by the agent.
Agent KPIs	Answered (last Hr)	The total number of incoming calls answered by the agent in the last hour.
Agent KPIs	Abandoned Ringing	The total number of calls abaondoned while agent desktop was ringing.
Agent KPIs	Calls Dropped	The total number of calls forwarded from one agent desktop to another (RONA).
Agent KPIs	Out	The total number of outbound calls handled by the agent.
Agent KPIs	Internal	The total number of internal calls handled by the agent.
Agent KPIs	Held	The total number of calls put on hold by the agent.
Agent KPIs	Transfers Made	The total number of voice interactions transferred by this agent during the reporting interval.
Agent KPIs	Consult Made	The total number of voice consultations made by this agent.
Agent KPIs	Short Talk < 10s	The total number of times this agent's DN completed being in Call status of less then specified duration (10s).
Agent KPIs	AHT	The average handling time represents the total time an agent spends handling inbound, outbound, internal, consultation, on hold and after call work tasks divided by the total number of inboud, outbound and internal calls.
Agent KPIs	Avg ACW Time	The average After-Call-Work time represents the total time an agent spends on ACW status divided by the total number of time this agent was on ACW.
Agent KPIs	Avg Hold Time	The average Hold time represents the total time an agent spends on Hold status divided by the total number of time this agent put customer on hold.
Agent KPIs	Avg In Time	The average In time represents the total time an agent spends handling an incoming calls divided by the total number of time this agent was handling inbound calls.
Agent KPIs	Avg Out Time	The average Out time represents the total time an agent spends handling an outbound calls divided by the total number of time this agent was handling outbound calls.
Agent KPIs	Avg Ring Time	The average Ring time represents the total time an agent desktop was ringing divided by the total number of time this agent desktop was ringing.
Agent KPIs	Agent Occupancy	The percent of time an agent spends handling calls versus their total login time.
Agent Login	Current Status	The current state (status) of a specified agent. Some examples of an agent's status include CallInbound, CallOutbound, and CallConsult.
Agent Login	Time in Status	The time agent spent in Current State.
Agent Login	Login Time	The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.
Agent Login	Continuous Login Time	Current continuous time Agent remained logged in. Applied to GroupAgents and GroupPlaces this statistics calculates total of all Agents (Places) in the Group.
Agent Login	Reason	Reason(s) selected by Agent.
Agent Login	Employee Id	Agent's Employee ID.
Agent Login	Place	Agent's Place.
Agent Login	Switch	Agent's Switch.
Agent Login	Login Id	Agent's Login ID.
Agent Login	Extension	Agent's Extension.
Agent Login	Position	Agent's Position.
Agent Login	Current Status KVP	The current state (status) of a specified agent to use in formulas for KVPs (Service Type, Service Sub Type, Customer Segment, Business Result).
Agent Login	Service Type	Service Type associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login	Service Sub Type	Service Sub Type associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login	Customer Segment	Customer Segment associated to the call segmentation. Must be defined in the callflow as KVP.
Agent Login	Business Result	Business Result associated to the call segmentation. Must be defined in the callflow as KVP.
IWD Agent Activity	Offered	The total number of work items that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.
IWD Agent Activity	Accepted	The total number of work items that were offered for processing and that were accepted during the specified period.
IWD Agent Activity	Rejected	The total number of work items that were offered for processing to an agent or agent group, and that were rejected, during the specified period.
IWD Agent Activity	Terminated	The total number of work items that were terminated by an agent or agent group during the specified period.
IWD Agent Activity	Processed	The total number of work items handled by an agent or agent group during the specified period.
IWD Agent Activity	Timed Out	The total number of work items that were accepted, pulled, or created and subsequently revoked by this resource or agent group during the specified period because of prolonged non activity. For e-mail interactions, this stat type excludes revoked e-mail interactions that were rejected by the agent and includes interactions that timed out as not accepted while delivering.
IWD Agent Activity	Transfers Made	The total number of work item transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.
IWD Agent Activity	Processing Time	The total amount of time that work items either: were in processing at this place or this agent's or agent group desktop at the beginning of the reporting interval and finished processing within the same reporting interval or Started processing within the reporting interval and finished processing within the same reporting interval.
IWD Agent Activity	Avg Processing Time	The average amount of time that an agent, a place, or a group thereof spent handling work items interactions.