Agent Stats
- Luna Gil (Unlicensed)
- uContact dev
- Integra Support (Unlicensed)
Connection stats
Metrics | Name | Description |
|---|---|---|
| Logged time | It is the time in seconds that the agent was logged in. |
| Adherence time | It is the time in seconds that the agent was connected within its scheduled time. With this and |
| Occupation time | It's the agent’s occupation time. It takes into account all the attended calls and interactions, hold and wrap up. |
| 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 database like this: "breaks": {
"Lunch": 191,
"Bathroom": 303
} |
Telephony
Metrics | Name | Description |
|---|---|---|
| Inbound call time | It is the time in seconds that the agent was on an inbound call. |
| Outbound call time | It is the time in seconds that the agent was on an outbound call. |
| Inbound hold time | It is the time in seconds that the agent had an inbound call on hold. |
| Outbound hold time | It is the time in seconds that the agent had an outbound call on hold. |
| Attended inbound calls | Amount of attended inbound calls. |
| Outbound calls | Amount of outbound calls. |
| Finished calls | Number of inbound and outbound finished calls. |
| Wrap up time | Wrap up time. |
| External transfers | Number of calls transferred externally. |
| Agent transfers | Number of calls transferred to agents. |
| Campaign transfers | Number of calls transferred to campaigns. |
| Survey scores | Array of scores from survey. |
| Survey average | Survey average score. |
SMS/Whatsapp
Metrics | Name | Description |
|---|---|---|
| SMS/WhatsApp attended interactions | Number of attended SMS/WhatsApp interactions. |
| SMS/WhatsApp started interactions | Number of started SMS/WhatsApp interactions. |
| SMS/WhatsApp finished interactions | Number of finished SMS/WhatsApp interactions. |
| SMS/WhatsApp interactions transferred to another agent | Number of SMS/WhatsApp interactions transferred to another agent. |
| Attended SMS/WhatsApp transfers | Number of times an agent attended an SMS/WhatsApp transfer. |
| SMS/WhatsApp interactions transferred to a queue | Number of SMS/WhatsApp interactions transferred to a queue. |
| Inbound SMS/WhatsApp | Number of inbound SMS/WhatsApp. |
| Outbound SMS/WhatsApp | Number of outbound SMS/WhatsApp. |
| SMS/WhatsApp interaction time | Number of SMS/WhatsApp interaction time. |
Metrics | Name | Description |
|---|---|---|
| Attended email interactions | Number of attended email interactions. |
| Started email interactions | Number of started email interactions. |
| Finished email interactions | Number of finished email interactions. |
| Email interactions transferred to another agent | Number of email interactions transferred to another agent. |
| Attended email transfers | Number of times an agent attended an email transfer. |
| Email interactions transferred to a queue | Number of email interactions transferred to a queue. |
| Inbound email | Number of inbound emails. |
| Outbound email | Number of outbound emails. |
| Email interaction time | Email interaction time. |
Webchat
Â
Metrics | Name | Description |
|---|---|---|
| Attended Webchat interactions | Number of attended Webchat interactions. |
| Finished Webchat interactions | Number of finished Webchat interactions. |
| Webchat interaction transferred to another agent | Number of Webchat interaction transferred to another agent. |
| Attended webchat transfers | Number of times an agent attended a Webchat transfer. |
| Webchat interactions transferred to a queue | Number of Webchat interactions transferred to a queue. |
| Inbound Webchat | Number of inbound Webchat messages. |
| Outbound Webchat | Number of outbound Webchat messages. |
| Webchat interaction time | Webchat interaction time. |
Â
Sentiment Analysis
Â
Metrics | Name | Description |
|---|---|---|
| Client Average Sentiment | Average sentiment analysis of client messages |
| Agent Average Sentiment | Average sentiment analysis of agent messages |
| Interaction Average Sentiment | Average sentiment analysis of interaction messages |
| Client Median Sentiment | Median sentiment analysis of client messages |
| Agent Median Sentiment | Median sentiment analysis of agent messages |
| Sentiment Median Sentiment | Median sentiment analysis of interaction messages |
| Client Average Sentiment | Average sentiment analysis of client messages |
| Agent Average Sentiment | Average sentiment analysis of agent messages |