Voice
Agent Statistics
Statistic | ID |
Average After Call Work Time | MT_INT_AVG_WRAPUP_TIME MT_SCD_AVG_WRAPUP_TIME |
Average Busy Time | MT_INT_AVG_BUSY_TIME MT_SCD_AVG_BUSY_TIME |
Average Handling Time | MT_INT_AVG_HANDLING_TIME MT_SCD_AVG_HANDLING_TIME |
Average Held Time | MT_INT_AVG_HELD_TIME MT_SCD_AVG_HELD_TIME |
Average Outbound Handling Time | MTo_INT_AVG_HANDLING MTo_SCD_AVG_HANDLING |
Average Outbound Time | MTo_INT_AVG_DURATION MTo_SCD_AVG_DURATION |
Average Outbound Wrap-up Time | MTo_INT_AVG_WRAP_UP MTo_SCD_AVG_WRAP_UP |
Average Time on Agent | MT_INT_AVG_AGENT_CONNECTED_TIME MT_SCD_AVG_AGENT_CONNECTED_TIME |
Average Time to Answer | MT_INT_AVG_TIME_TO_ANSWER MT_SCD_AVG_TIME_TO_ANSWER |
Current Logon Time | MT_LOGON_TIME |
Maximum Time on Agent | MT_INT_MAX_AGENT_CONNECTED_TIME MT_SCD_MAX_AGENT_CONNECTED_TIME |
Maximum Time to Answer | MTi_INT_MAX_TIME_TO_ANSWER MTi_SCD_MAX_TIME_TO_ANSWER |
Minimum Time on Agent | MT_INT_MIN_AGENT_CONNECTED_TIME MT_SCD_MIN_AGENT_CONNECTED_TIME |
Minimum Time to Answer | MTi_INT_MIN_TIME_TO_ANSWER MTi_SCD_MIN_TIME_TO_ANSWER |
Number of Accepted Transfers | MT_INT_TRANSFERS_ACCEPTED MT_SCD_TRANSFERS_ACCEPTED |
Number of Answered Returned Interactions | MT_INT_ANSWERED_RETURNED_INTERACTIONS MT_SCD_ANSWERED_RETURNED_INTERACTIONS |
Number of Calls Answered | MT_INT_CALLS_ANSWERED MT_SCD_CALLS_ANSWERED |
Number of Interactions Answered on Escalation Intervals | MT_INT_EI1_ANSWERED MT_INT_EI2_ANSWERED MT_INT_EI3_ANSWERED MT_INT_EI4_ANSWERED MT_INT_EI5_ANSWERED MT_INT_EIR_ANSWERED MT_SCD_EI1_ANSWERED MT_SCD_EI2_ANSWERED MT_SCD_EI3_ANSWERED MT_SCD_EI4_ANSWERED MT_SCD_EI5_ANSWERED MT_SCD_EIR_ANSWERED |
Number of Originated Transfers | MT_INT_TRANSFERS_ORIGINATED MT_SCD_TRANSFERS_ORIGINATED |
Number of Rejected Transfers | MT_INT_TRANSFERS_REJECTED MT_SCD_TRANSFERS_REJECTED |
Number of Returned Interactions | MT_INT_INTERACTIONS_RETURNED MT_SCD_INTERACTIONS_RETURNED |
Outbound Calls Made | MTo_INT_CALLS_CONNECTED MTo_SCD_CALLS_CONNECTED |
Outbound Handling Time | MTo_INT_HANDLING MTo_SCD_HANDLING |
Outbound Wrap-up Time | MTo_INT_WRAP_UP MTo_SCD_WRAP_UP |
Relative Agent Load | MT_INT_RELATIVE_AGENT_LOAD MT_SCD_RELATIVE_AGENT_LOAD |
Time to Answer | MT_INT_TIME_TO_ANSWER MT_SCD_TIME_TO_ANSWER |
Total After Call Work Time | MT_INT_TOTAL_WRAPUP_TIME MT_SCD_TOTAL_WRAPUP_TIME |
Total Busy Time | MT_INT_TOTAL_BUSY_TIME MT_SCD_TOTAL_BUSY_TIME |
Total Handling Time | MT_INT_TOTAL_HANDLING_TIME MT_SCD_TOTAL_HANDLING_TIME |
Total Held Time | MT_INT_TOTAL_HELD_TIME MT_SCD_TOTAL_HELD_TIME |
Total Logon Time | MT_INT_LOGON_TIME MT_SCD_LOGON_TIME |
Total Not Ready Time | MT_INT_NOT_READY_TIME MT_SCD_NOT_READY_TIME |
Total Outbound Time | MTo_INT_TOTAL_DURATION MTo_SCD_TOTAL_DURATION |
Total Ready Time | MT_INT_READY_TIME MT_SCD_READY_TIME |
Total Working Time | MT_INT_WORK_TIME MT_SCD_WORK_TIME |
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