The Agent row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	An individual agent.
To Expect	One agent per row.

Metrics

The Agent row type offers 72 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`ACW Count`	The number of times an agent entered the After Call Work (ACW) state, within a report row's scope.
`ACW Duration`	The total length of time an agent spent in the After Call Work (ACW) state, within a report row's scope.
`Abandoned Call Count`	The number of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls Percent`	The percentage of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Agent Speed of Answer`	The total, maximum, minimum, or average length of time it took an agent to answer a ringing call, within a report row's scope — measured as the ringing time tied to that agent before the call's first Talking event. Only counts events associated with a specific agent; use `Speed of Answer` to also include auto-attendant or queue time.
`Answered Call Count`	The number of calls, within a report row's scope, that included at least one Talking event.
`Answered Calls Percent`	The percentage of calls, within a report row's scope, that included at least one Talking event.
`Answered Chat Count`	The number of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Answered Chats Percent`	The percentage of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Average Calls per Hour`	The average number of calls a report row's scope participated in per hour, over the report's selected time frame.
`Average Daily Call Count`	The average number of calls a report row's scope participated in per day, over the report's selected time frame.
`CC DND Duration`	The total length of time a report row's scope spent in a Do Not Disturb state on the Contact Center channel(s).
`CC Login Duration`	The total length of time a report row's scope spent logged into a Contact Center skill.
`Call Count`	The total number of calls attributed to a report row's scope.
`Call Duration`	The total, maximum, minimum, or average length of a call from start to end, within a report row's scope.
`Call Event Count`	The number of events of a specified type associated with a report row's scope.
`Call Event Duration`	The total, maximum, minimum, or average duration of events of a specified type associated with a report row's scope.
`Chat Count`	The number of inbound web chats attributed to a report row's scope.
`Chat Duration`	The total, maximum, minimum, or average duration of web chats attributed to a report row's scope.
`Chat Offer Duration`	The total, maximum, minimum, or average time a chat spent waiting to be offered to an agent, within a report row's scope.
`Chat Speed of Answer`	The total, maximum, minimum, or average time it took to answer a presented chat, within a report row's scope.
`Chats including Phrase Percent`	The percentage of chat sessions, within a report row's scope, in which a configured key word or phrase was used.
`Completed Email Count`	The number of emails, within a report row's scope, that an agent marked complete.
`Dialing Duration`	The total, maximum, minimum, or average duration spent dialing out on an outbound call, within a report row's scope.
`Email Count`	The number of emails attributed to a report row's scope.
`Email Duration`	The total, maximum, minimum, or average length of time an email remained open before being resolved, within a report row's scope.
`Email Event Count`	The number of email-handling events of a specified type associated with a report row's scope.
`Email Event Duration`	The total, maximum, minimum, or average duration of email-handling events of a specified type associated with a report row's scope.
`Email Focused Duration`	The total, maximum, minimum, or average length of time an agent spent actively viewing or drafting a response to an email in their active media pane, within a report row's scope.
`Email On Hold Duration`	The total, maximum, minimum, or average length of time an email sat unattended in an agent's active media pane, within a report row's scope.
`Email Pending Agent Review Duration`	The total, maximum, minimum, or average length of time an email waited for an agent to begin reviewing it after being assigned, within a report row's scope.
`Email Response Count`	The number of replies sent for emails, within a report row's scope.
`Feature Count`	The number of feature instances — such as Do Not Disturb, After Call Work, or a Group/Skill/Extension login — matching the configured criteria, within a report row's scope.
`Feature Duration`	The total, maximum, minimum, or average length of time a report row's scope spent with a specified feature enabled.
`Final Agent Call Count`	The number of times a report row's scope was the final agent on a call — the last agent tied to an event in that call.
`Handled Call Count`	The number of calls, within a report row's scope, that included a Talking event tied to that scope.
`Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold, within a report row's scope.
`Idle Duration`	The total, maximum, minimum, or average length of time an agent spent idle — logged into an extension but not on a call. DND status and group/skill login state don't factor into this value.
`Inbound Call Count`	The number of inbound calls attributed to a report row's scope — calls that originated outside the phone system and dialed in. May include calls the scope never had a chance to act on, such as one that went straight to voicemail; use `Presented Call Count` to exclude those.
`Initial Agent Call Count`	The number of times a report row's scope was the initial agent on a call — the first agent tied to an event in that call.
`Internal Call Count`	The number of internal calls — extension to extension, staying entirely within the phone system — attributed to a report row's scope.
`Is Scored`	Whether a given call has been graded by an AutoQA evaluation. Shown as a check mark when true; also usable as a report filter to limit a report to only scored calls.
`MCW Duration`	The total, maximum, minimum, or average length of time a report row's scope spent in the Missed Call Work (MCW) state — entered when a call is presented within a skill and goes unanswered.
`Missed Call Count`	The number of calls, within a report row's scope, that rang without ever being answered by that scope — the call included a Ringing event but no Talking event tied to it. A call must first be presented (ring, or for a group/skill, enter queue) to count as missed; one that went straight to voicemail doesn't count. A call that rang more than once but was eventually answered counts as answered, not missed, and a call missed by one agent still counts as missed for that agent even if a different agent later answered it.
`Missed Call Offer Count`	The number of calls offered to a report row's scope that went unanswered before being offered elsewhere.
`Missed Calls Percent`	The percentage of calls, within a report row's scope, that were missed — rang without ever being answered by that scope. See `Missed Call Count` for exactly what counts as missed.
`Missed Chat Count`	The number of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Missed Chats Percent`	The percentage of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Negative Sentiment Percent`	The percentage of a call's transcribed lines scored Negative by AI sentiment analysis — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`Outbound Call Count`	The number of outbound calls attributed to a report row's scope — calls placed from inside the phone system to an external number.
`Park Duration`	The total, maximum, minimum, or average duration a call spent parked, within a report row's scope.
`Positive Sentiment Percent`	The percentage of a call's transcribed lines scored Positive by AI sentiment analysis — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`Presented Call Count`	The number of calls, within a report row's scope, that at least rang (or, for a group/skill scope, entered queue) — meaning that scope had a chance to answer, whether or not it did. A call that went straight to voicemail without ringing or queuing doesn't count.
`Presented Chat Count`	The number of external web chats, within a report row's scope, that were presented and had a chance to be accepted, whether or not they were.
`Presented Email Count`	The number of emails, within a report row's scope, that were assigned and had a chance to be handled, whether or not they were.
`Queue Offer Duration`	The total, maximum, minimum, or average time a call spent in queue before being offered to an agent, within a report row's scope.
`Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent Ready for a skill — logged in, not in a DND state, and not currently on a call.
`Reason Code Count`	The number of times a reason code was used, within a report row's scope. Reason codes are configurable labels agents apply to Do Not Disturb/Not Ready, Group Login, and Extension Login through the Contact Center Agent Client (CCAC).
`Reason Code Duration`	The total, maximum, minimum, or average duration a report row's scope spent under a specific reason code.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Session Parameter Boolean`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a true/false value to match how it was captured.
`Session Parameter Decimal`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a numeric value to match how it was captured.
`Session Parameter Duration`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a duration/time value to match how it was captured.
`Session Parameter Percent`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a percentage value to match how it was captured.
`Skill Login Duration`	The total, maximum, minimum, or average length of time a report row's scope spent logged into (enabled for) a Contact Center skill.
`Spam Email Count`	The number of emails, within a report row's scope, marked as spam by an agent.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Transfer Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold specifically during a transfer, within a report row's scope.
`Transferred Calls from Agent`	The number of calls a report row's scope transferred away to another agent.
`Transferred Calls to Agent`	The number of calls a report row's scope received as a transfer from another agent.
`Transferred Chats from Agent`	The number of chats a report row's scope transferred away to another agent.
`Transferred Chats to Agent`	The number of chats a report row's scope received as a transfer from another agent.