Agent OmniChannel Time Interval
Agent call, message, email, login, and Do Not Disturb statistics broken down by time interval, one sub-report per agent.
The Agent OmniChannel Time Interval report shows each selected agent's activity across voice, messaging, and email, broken down by the selected time interval into a separate sub-report per agent. It is a Time row type Time-Based report, grouped by agent, and carries the OmniChannel tag in My Reports.
Channel LicensingMessage columns show data only when a messaging channel, such as Web Chat, is licensed, and email columns show data only when the Email channel is licensed.
Report Columns
| Column | Definition |
|---|---|
Time Interval | The time interval being reported on. |
Total CC Login Duration | The total time the agent spent logged into the contact center during the interval. |
Total DND Duration | The total time the agent spent in a Do Not Disturb state during the interval. |
Presented Call Count | The number of calls that rang to the agent, whether or not the agent answered. |
Answered Call Count | The number of calls that included at least one Talking event with the agent. |
Unanswered Call Count | The number of calls that rang to the agent but were never answered by that agent. |
Outbound Call Count | The number of outbound calls the agent placed to external numbers. |
Internal Call Count | The number of internal, extension-to-extension calls associated with the agent. |
Total Talking Duration | The total duration of all Talking events associated with the agent. |
Message Count | The number of messaging conversations, such as web chat or SMS, associated with the agent. |
Answered Messages | The number of messaging conversations the agent accepted. |
Missed Messages | The number of messaging conversations presented to the agent but not accepted in time. |
Message Duration | The total duration of messaging conversations associated with the agent. |
Email Count | The number of emails associated with the agent. |
Total Email Duration | The total length of time the agent's emails remained open before being resolved. |
Updated about 4 hours ago