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. |
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. |
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