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