Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Connection stats

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
}

Telephony

Metrics

Name

Description

calledIn

Inbound call time

It is the time in seconds that the agent was on an inbound call.

calledOut

Outbound call time

It is the time in seconds that the agent was on an outbound call.

holdIn

Inbound hold time

It is the time in seconds that the agent had an inbound call on hold.

holdOut

Outbound hold time

It is the time in seconds that the agent had an outbound call on hold.

inCalls

Attended inbound calls

Amount of attended inbound calls.

outCalls

Outbound calls

Amount of outbound calls.

finishedCalls

Finished calls

Number of inbound and outbound finished calls.

wrapUp

Wrap up time

Wrap up time.

transferredToExternal

External transfers

Number of calls transferred externally.

transferredToAgent

Agent transfers

Number of calls transferred to agents.

transferredToQueue

Campaign transfers

Number of calls transferred to campaigns.

surveyScores

Survey scores

Array of scores from survey.

averageSurveyScore

Survey average

Survey average score.

SMS/Whatsapp

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/

Whatsapp

WhatsApp

Number of inbound SMS/

Whatsapp

WhatsApp.

smsMessagesOut

Outbound SMS/

Whatsapp

WhatsApp

Number of outbound SMS/

Whatsapp

WhatsApp.

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.

Webchat

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.

Sentiment Analysis

Metrics

Name

Description

sentimentClientAvg

Client Average Sentiment

Average sentiment analysis of client messages

sentimentAgentAvg

Agent Average Sentiment

Average sentiment analysis of agent messages

sentimentInteractionAvg

Interaction Average Sentiment

Average sentiment analysis of interaction messages

sentimentClientMedian

Client Median Sentiment

Median sentiment analysis of client messages

sentimentAgentMedian

Agent Median Sentiment

Median sentiment analysis of agent messages

sentimentInteractionMedian

Sentiment Median Sentiment

Median sentiment analysis of interaction messages

sentimentClientAvg

Client Average Sentiment

Average sentiment analysis of client messages

sentimentAgentAvg

Agent Average Sentiment

Average sentiment analysis of agent messages