Agent Monitoring Indicators

**Table 1** Historical agent monitoring indicators
Code	Indicator Name	Description
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.

**Table 2** Real-time agent monitoring indicators
Code	Indicator Name	Description
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.