Agent Monitoring Indicators

IDX_COUNT_AGENT_SIGN_IN

Number of sign-in times

Number of agent sign-in times.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_CONNECTED

Number of inbound calls

Number of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_CALL_OUT

Number of outbound calls

Number of outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_COLLATION

Number of wrap-up times after calls

Number of wrap-up times after calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_COLLATION_CALL_IN

Number of wrap-up times after inbound calls

Number of wrap-up times after inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_COLLATION_CALL_OUT

Number of wrap-up times after outbound calls

Number of wrap-up times after outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_REST

Number of times that an agent enters the rest state

Number of times that an agent enters the rest state.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_HOLD

Number of hold times

Number of times that an agent holds a call.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_SET_BUSY

Number of times that an agent enters the busy state

Number of times that an agent enters the busy state.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_MOVE_INSIDE

Number of internal transfers

Number of times that an agent transfers internal calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_MOVE_OUT

Number of transfer-out times

Number of calls that an agent transfers out.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_MOVE_IVR

Number of calls that an agent transfers to the IVR in hang-up transfer mode

Number of calls that an agent transfers to the IVR in hang-up transfer mode.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_3WC

Number of three-party call times

Number of times that an agent performs three-party conversations.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_INSIDE_CALL

Number of internal calls

Number of internal calls that an agent makes.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_INSIDE_HELP_SEEKING

Number of internal help requests

Number of times that an agent initiates internal help requests.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_REQUEST

Number of requests

Number of manual inbound call requests.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_ABANDON

Number of lost calls

Number of lost manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_WAIT_ANS

Number of calls to be answered after ringing

Number of manual inbound calls to be answered after ringing.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_LOST_RING

Number of calls that are not answered after ringing

Number of manual inbound calls that are not answered after ringing.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_NO_ACK

Number of calls that are not answered by an agent for a long time

Number of manual inbound calls that are not answered by agents for a long time.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_HANG_UP

Number of hang-up calls (in answering state)

Number of hang-up manual inbound calls when they are answered by agents.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_CONNECTED_IN_(N)

Number of calls connected manually within N seconds

The value of N can be 3, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, or 60. Query by minute is not supported (that is, the input parameters do not contain timeGrain).

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_TOTAL_AGENT_CALL_OUT

Total number of outbound calls

Total number of outbound calls, including the number of connected outbound calls and the number of failed outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_SIGN_IN

Sign-in duration

Duration for an agent to sign in.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_CALL_IN

Conversation duration of inbound calls

Conversation duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_AVG_CALL_IN

Average conversation duration of inbound calls

Average conversation duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_CALL_OUT

Conversation duration of outbound calls

Conversation duration of outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_AVG_CALL_OUT

Average conversation duration of outbound calls

Average conversation duration of outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_COLLATION

Wrap-up duration after a call ends

Wrap-up duration after a call ends.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_COLLATION_CALL_IN

Wrap-up duration after an inbound call ends

Wrap-up duration after an inbound call ends.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_COLLATION_CALL_IN

Average wrap-up duration after an inbound call ends

Average wrap-up duration after an inbound call ends. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_COLLATION_CALL_OUT

Wrap-up duration after an outbound call ends

Wrap-up duration after an outbound call ends.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_COLLATION_CALL_OUT

Average wrap-up duration after an outbound call ends

Average wrap-up duration after an outbound call ends. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_COLLATION

Average wrap-up duration after a call ends

Average wrap-up duration after a call ends. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_REST

Rest duration

Duration for an agent to take a rest.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_REST

Average rest duration

Average rest duration of an agent. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_HOLD

Hold duration

Duration for an agent to hold a call.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_HOLD

Average hold duration

Average duration for an agent to hold a call. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_SET_BUSY

Busy duration

Duration for an agent to show busy.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_SET_BUSY

Average busy duration

Average duration for an agent to show busy. (Statistics cannot be collected by minute.)

Indicators that are used to query data on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_RING

Ring duration

Ring duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_FREE

Idle duration

Duration for an agent to show idle.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_AVG_RING

Ring duration

Average ring duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_MAX_CALLING

Maximum call duration

Maximum conversation duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_DURATION_AGENT_MIN_CALLING

Minimum call duration

Minimum conversation duration of manual inbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_RATE_AGENT_CONNECTED

Call connection rate

Ratio of the number of successful manual inbound calls to the number of manual inbound call requests.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_RATE_AGENT_SUCC_CALL_OUT

Outbound call success rate

Ratio of the number of outbound calls to the total number of outbound calls.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are real-time indicators.

IDX_COUNT_AGENT_ARRANGE

Number of wrap-up times

Number of times that an agent enters the wrap-up state.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_ARRANGE

Wrap-up duration

Duration for an agent to be in wrap-up state.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_COUNT_AGENT_PLAY

Number of voice playback times

Number of times that an agent plays voice.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_DURATION_AGENT_PLAY

Voice playback duration

Duration for an agent to show idle.

Indicators that are used to query data by minute or on the current day (the input parameters do not contain timeGrain) are non-real-time indicators.

IDX_AGENT_PHONE

Phone number

Agent phone number. An agent needs to sign in.

IDX_AGENT_CURRENT_STATE

Agent status

Agent status. For details, see CTI Platform Agent Status Code Reference.

IDX_DURATION_AGENT_CURRENT_STATE

Current status duration

Duration of the current agent status, in seconds.

IDX_AGENT_LOGIN_SKILLS

List of Skills Signed In or Owned

Array of skill queue IDs.

IDX_AGENT_RESERVED_COL(N)

Customized indicator N for agents

The value ranges from 1 to 20.