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 |