Agent Stats

Owned by Luna Gil (Unlicensed)
Last updated: Jun 06, 2023 by uContact dev
2 min read

Connection stats

Metrics

Name

Description

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. With this and logged, you can calculate the adherence %.

occupation

Occupation time

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 database like this:

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

Telephony

Metrics

Name

Description

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.

transferToExternal

External transfers

Number of interactions transferred to an external number.

surveyScores

Survey scores

Array of scores from survey.

averageSurveyScore

Survey average

Survey average score.

SMS/Whatsapp

Metrics

Name

Description

Metrics

Name

Description

attendedSmsInteractions

SMS/WhatsApp attended interactions

Number of attended SMS/WhatsApp interactions.

startedSmsInteractions

SMS/WhatsApp started interactions

Number of started SMS/WhatsApp interactions.

finishedSmsInteractions

SMS/WhatsApp finished interactions

Number of finished SMS/WhatsApp interactions.

transferredAgentSms

SMS/WhatsApp interactions transferred to another agent

Number of SMS/WhatsApp interactions transferred to another agent.

receivedAgentSms

Attended SMS/WhatsApp transfers

Number of times an agent attended an SMS/WhatsApp transfer.

transferedToQueueSms

SMS/WhatsApp interactions transferred to a queue

Number of SMS/WhatsApp interactions transferred to a queue.

smsMessagesIn

Inbound SMS/WhatsApp

Number of inbound SMS/WhatsApp.

smsMessagesOut

Outbound SMS/WhatsApp

Number of outbound SMS/WhatsApp.

smsInteractionTime

SMS/WhatsApp interaction time

Number of SMS/WhatsApp interaction time.

Email

Metrics

Name

Description

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 transferred to another agent

Number of email interactions transferred to another agent.

receivedAgentEmail

Attended email transfers

Number of times an agent attended an email transfer.

transferedToQueueEmail

Email interactions transferred to a queue

Number of email interactions 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

Metrics

Name

Description

attendedWebchatInteractions

Attended Webchat interactions

Number of attended Webchat interactions.

finishedWebchatInteractions

Finished Webchat interactions

Number of finished Webchat interactions.

transferredAgentWebchat

Webchat interaction transferred to another agent

Number of Webchat interaction transferred to another agent.

receivedAgentWebchat

Attended webchat transfers

Number of times an agent attended a Webchat transfer.

transferedToQueueWebchat

Webchat interactions transferred to a queue

Number of Webchat interactions transferred to a queue.

webchatMessagesIn

Inbound Webchat

Number of inbound Webchat messages.

webchatMessagesOut

Outbound Webchat

Number of outbound Webchat messages.

webchatInteractionTime

Webchat interaction time

Webchat interaction time.

 

Sentiment Analysis

 

Metrics

Name

Description

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