Page Comparison

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Metrics

Name

Description

logged

Logged time

It is the time in seconds that the agent was logged in.

adherence

Adherence time

It is the time in seconds that the agent was connected within its scheduled time. Whit With this and logged, you can calculate the adherence %.

occupation

Occupation time

Its It's the agent’s occupation time. It takes into account all the attended calls and interactions, hold and wrap up.

breaks

Breaks

It is the time the agent was on a break. It indicates the amount of seconds and the name of the break.

It is saved in the data base database like this:

Code Block
"breaks": { "Lunch": 191, "Bathroom": 303 }

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Metrics	Name	Description
`attendedSmsInteractions`	SMS/Whatsapp WhatsApp attended interactions	Number of attended SMS/Whatsapp WhatsApp interactions.
`startedSmsInteractions`	SMS/Whatsapp WhatsApp started interactions	Number of started SMS/Whatsapp WhatsApp interactions.
`finishedSmsInteractions`	SMS/Whatsapp WhatsApp finished interactions	Number of finished SMS/Whatsapp WhatsApp interactions.
`transferredAgentSms`	SMS/Whatsapp WhatsApp interactions transfered transferred to another agent	Number of SMS/Whatsapp WhatsApp interactions transfered transferred to another agent.
`receivedAgentSms`	Attended SMS/Whatsapp WhatsApp transfers	Number of times an agent attended a an SMS/Whatsapp WhatsApp transfer.
`transferedToQueueSms`	SMS/Whatsapp WhatsApp interactions transfered transferred to a queue	Number of SMS/Whatsapp WhatsApp interactions transfered transferred to a queue.
`smsMessagesIn`	Inbound SMS/WhatsappWhatsApp	Number of inbound SMS/WhatsappWhatsApp.
`smsMessagesOut`	Outbound SMS/WhatsappWhatsApp	Number of outbound SMS/WhatsappWhatsApp.
`smsInteractionTime`	SMS/Whatsapp WhatsApp interaction time	Number of SMS/Whatsapp WhatsApp interaction time.

Email

Metrics	Name	Description
`attendedEmailInteractions`	Attended email interactions	Number of attended email interactions.
`startedEmailInteractions`	Started email interactions	Number of started email interactions.
`finishedEmailInteractions`	Finished email interactions	Number of finished email interactions.
`transferredAgentEmail`	Email interactions transfered transferred to another agent	Number of email interactions transfered transferred to another agent.
`receivedAgentEmail`	Attended email transfers	Number of times an agent attended a an email transfer.
`transferedToQueueEmail`	Email interactions transfered transferred to a queue	Number of email interactions transfered transferred to a queue.
`emailMessagesIn`	Inbound email	Number of inbound emails.
`emailMessagesOut`	Outbound email	Number of outbound emails.
`emailInteractionTime`	Email interaction time	Email interaction time.

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Metrics	Name	Description
`attendedWebchatInteractions`	Attended Webchat interactions	Number of attended Webchat interactions.
`finishedWebchatInteractions`	Finished Webchat interactions	Number of finished Webchat interactions.
`transferredAgentWebchat`	Webchat interaction transfered transferred to another agent	Number of webchat Webchat interaction transfered transferred to another agent.
`receivedAgentWebchat`	Attended webchat transfers	Number of times an agent attended a Webchat transfer.
`transferedToQueueWebchat`	Webchat interactions transfered transferred to a queue	Number of Webchat interactions transfered transferred to a queue.
`webchatMessagesIn`	Inbound Webchat	Number of inbound webchat Webchat messages.
`webchatMessagesOut`	Outbound Webchat	Number of outbound webchat Webchat messages.
`webchatInteractionTime`	Webchat interaction time	Webchat interaction time.