Agent Report Value Definitions

This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Agent report.

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Abandoned Call Count

This value shows the number of inbound calls associated with the given agent that did not end in a talking or voicemail event. This could be any call ending in a queue event, ringing event, etc.

For a list of filter definitions for Abandoned Call Count, see the Report Filter Criteria article.

Abandoned Calls Percent

This value shows the percent of inbound calls associated with the selected agent(s) that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Calls Percent, see the Report Filter Criteria article.

Abandoned Chat Count

This value displays the total count of external chats that were abandoned by the given agent(s). A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".

Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat.

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria article.

ACW Count

This value shows the total number of times an agent was in a state of After Call Work.

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds when a call ends. This, of course, can be adjusted in the Xima CCaaS system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state. The "snooze" duration

For a list of filter definitions for ACW Count, see the Report Filter Criteria article.

ACW Duration

This value shows the total, maximum, average, or minimum duration an agent spends in the After Call Work state.

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls for their skill(s) until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds. This, of course, can be adjusted in the Xima CCaaS system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state. This number of times that an agent can snooze the ACW feature can also be configured in the Xima CCaaS system settings.

For a list of filter definitions for ACW Duration, see the Report Filter Criteria article.

Answered Call Count

This value shows the total number of inbound calls that were answered by the given agent(s). A call is considered answered when the call includes at least one talking event with the given agent, meaning that agent answered the call.

For a list of filter definitions for Answered Call Count, see the Report Filter Criteria article.

Answered Calls Percent

This value shows the total percent of inbound calls that were answered by the given agent(s). A call is considered answered when the call includes at least one talking event with the given agent, meaning that agent answered the call.

For a list of filter definitions for Answered Calls Percent, see the Report Filter Criteria article.

Average Calls per Hour

This value shows the average number of calls in which the agent participates every hour over the selected time frame.

For a list of filter definitions for Average Calls Per Hour, see the Report Filter Criteria article.

Average Daily Call Count

This value shows the average number of calls in which the agent participates on a daily basis over the selected time frame.

For a list of filter definitions for Average Daily Call Count, see the Report Filter Criteria article.

Average Speed of Answer

This value shows the average amount of time it took for the given agent(s) to answer their phone when it started to ring. Speed of Answer is defined as the total duration of ringing events associated with an agent before a call's first talking event.

Note: This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.

For a list of filter definitions for Average Speed of Answer, see the Report Filter Criteria article.

Call Count

This value shows the total number of calls associated with the given agent(s).

For a list of filter definitions for Call Count, see the Report Filter Criteria article.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given agent. This means the agent was the receiving party in at least one event in the call.

For a list of filter definitions for Call Duration, see the Report Filter Criteria article.

CC Login Duration

This value shows the total, maximum, minimum, or average amount of time that the given agent(s) spent logged into their Contact Center skill(s).

For a list of filter definitions for CC Login Duration, see the Report Filter Criteria article.

Chat Count

This value shows the total number of inbound chats associated with the selected agent(s). Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat Count, see the Report Filter Criteria article.

Chat Duration

This value shows the total, maximum, minimum, or average duration of all external web chats associated with the selected agent(s). (The desired duration can be selected while configuring this value.)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the Web Chat channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Chat Duration, see the Report Filter Criteria article.

Chat Speed of Answer

This value shows the total, maximum, minimum, or average amount of time that it took the selected agent(s) to answer the chat when it was presented.

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat Speed of Answer, see the Report Filter Criteria article.

Chats including Phrase Percent

This value shows the percent of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.

For a list of filter definitions for Chat including Phrase Percent, see the Report Filter Criteria article.

Discretionary Not Ready Duration

This value shows the total length of time that an agent, by their own doing, placed themselves in a state of "Not Ready."

"Discretionary Not Ready" is when an agent is not ready to take a call and they place their phone in a state of "Not Ready," which prevents calls for their assigned skills from being sent to them.

For a list of filter definitions for Discretionary Not Ready Duration, see the Report Filter Criteria article.

DND Duration

This value shows the total, maximum, minimum, or average length of time that an agent was in a state of Do Not Disturb

For a list of filter definitions for DND Duration, see the Report Filter Criteria article.

Event Count

This value shows the total number of specified events associated with the given agent. The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Count, see the Report Filter Criteria article.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given agent. The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Extension Login Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent logged in to their extension.

For a list of filter definitions for Extension Login Duration, see the Report Filter Criteria article.

Feature Count

This value shows the total number of features that this agent was associated with that fit the selected criteria. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the number of times that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Count, see the Report Filter Criteria article.

Feature Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent with the specified feature enabled. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Duration, see the Report Filter Criteria article.

Final Agent Call Count

This value shows the number of times the given agent was the final agent. The final agent is the last agent to be associated with an event during a call.

Note: *This filter takes other event-level filters into account. This means that if the last agent-related event has already been filtered out of the call data, this filter will look for the next-to-last agent-related event.

For a list of filter definitions for Final Agent Call Count, see the Report Filter Criteria article.

Group Login Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent logged in to the specified group/skill.

For a list of filter definitions for Group Login Duration, see the Report Filter Criteria article.

Handled Call Count

This value shows the total number of inbound calls in which the given agent had a talking event.

For a list of filter definitions for Handled Call Count, see the Report Filter Criteria article.

Idle Duration

This value shows the total, maximum, minimum, or average block of time agents spent in an idle state.

Note: An agent is considered to be idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND status and Group Login are not factored into the result.

For a list of filter definitions for Idle Duration, see the Report Filter Criteria article.

Inbound Call Count

This value shows the total number of inbound calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.

Note: This value includes calls that the agent may not have actively participated in, e.g., an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria article.

Initial Agent Call Count

This value shows the number of times the given agent was the initial agent. The initial agent is the first agent to be associated with an event during a call.

Note: This filter takes other event-level filters into account. This means that if the first agent-related event has already been filtered out of the call data, then this filter will look for the next agent-related event.

For a list of filter definitions for Initial Agent Call Count, see the Report Filter Criteria article.

MCW Duration

This value shows the total, maximum, average, or minimum duration that the given agent(s) spent in a state of MCW (Missed Call Work).

MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.

For a list of filter definitions for MCW Duration, see the Report Filter Criteria article.

Missed Call Count

This value shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Call Count, see the Report Filter Criteria article.

Missed Calls Percent

This value shows the total percent of calls that were missed by the given agent(s). A missed call is a call where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Call Count, see the Report Filter Criteria article.

Missed Chat Count

This value shows the total number of inbound chat offers that were missed by the selected agent(s).

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. If the agent does not accept the chat, it will be counted as missed.

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the channel has not been purchased or the license has not been assigned to the agent, the column will appear empty as a result upon running the report.

For a list of filter definitions for Missed Chat Count, see the Report Filter Criteria article.

Presented Call Count

This value shows the total number of calls in which the given agent was involved in at least one ringing event, meaning the agent had a chance to participate in the call.

Note:

This column does not look for talking events. A call that contains at least one ringing event will count as presented, regardless of whether or not it was answered.
An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

For a list of filter definitions for Presented Call Count, see the Report Filter Criteria article.

Ready Duration

This value shows the total, maximum, minimum, or average block of time the given agent(s) spent in a Ready state for the specified skill.

An agent is considered to be Ready for a skill when he/she is able to receive the skill's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the given skill.

For a list of filter definitions for Ready Duration, see the Report Filter Criteria article.

Reason Code Count

This value shows the number of times a reason code was used by a given agent.

Reason codes are customized codes that your agents can apply to the features of Do Not Disturb/Not Ready, Group Login, and Extension Login via the Contact Center Agent Client (CCAC).

For a list of filter definitions for Reason Code Count, see the Report Filter Criteria article.

Reason Code Duration

This value shows the total, maximum, minimum, or average duration that an agent spent in a specific reason code.

Reason codes are customized codes that your agents can apply to the features of Do Not Disturb/Not Ready, Group Login, and Extension Login via the Contact Center Agent Client (CCAC).

For a list of filter definitions for Reason Code Duration, see the Report Filter Criteria article.

Ringing Duration

This shows the total, maximum, minimum, or average duration of all ringing events associated with the given agent(s).

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria article.

Skill Login Duration

This value shows the total, maximum, minimum, or average duration that a Contact Center Voice agent is enabled (logged into) a Contact Center skill.

For a list of filter definitions for Skill Login Duration, see the Report Filter Criteria article.

Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the given agent to answer their phone when it started to ring.

Speed of Answer is defined as the total duration of ringing events associated with an agent before a call's first talking event.

Note:

This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.

For a list of filter definitions for Speed of Answer, see the Report Filter Criteria article.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the given agent.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria article.

Updated about 1 year ago