Agent Shift column heading definitions
The following table describes the Agent Shift column headings.
Term |
Abbreviated Name |
Meaning |
|---|---|---|
Agent State |
The agent's media type and current state |
|
Media Server |
Media Server |
The media server to which the agent is associated |
Agent Shift Name |
Name |
The name of the agent being monitored |
Agent login ID |
Agent login ID |
The login ID of the agent being monitored |
Logged On |
Log In |
The most recent time the agent logged in |
Last Event Received |
Last Event Recd |
The most recent time an agent event occurred |
Shift Time |
Shift Time |
The total elapsed time logged for the agent, calculated based on the difference between log in and last event received |
ACD Time |
ACD Time |
The duration of ACD interactions handled, from agent pickup to completion (not including hold time) |
ACD Hold Time |
ACD Hold Time |
The duration of time ACD interactions spent on hold |
Non ACD Time |
Non ACD Time |
The duration of Non ACD interactions handled, from agent pickup to completion (not including hold time) (voice only) |
Non ACD Hold Time |
Non ACD Hold Time |
The duration of time Non ACD interactions spent on hold |
Outbound Time |
Out Time |
The duration of time agents spent handling outbound calls (voice only) |
Outbound Hold Time |
Out Hold Time |
The duration of time outbound calls spent on hold, for agents (voice only) |
Do Not Disturb Time |
DND Time |
The duration of time the agent entered the Do Not Disturb State |
Make Busy Time |
MKB Time |
The number of times the agent entered the Make Busy state |
Wrap Up Time |
Wrap Up Time |
The duration of time where Wrap Up Time was the overriding state for the agent. Wrap up time does not include any time spent making or taking interactions during the wrap up timer. |
Do Not Disturb Count |
DND Cnt |
The number of times the agent entered the Do Not Disturb state |
Make Busy Count |
MKB Cnt |
The number of times the agent entered the Make Busy state |
ACD Count |
ACD Cnt |
The number of ACD interactions handled by the agent |
Short ACD Count |
Shrt ACD Cnt |
The number of ACD interactions handled by the agent where the handle time was less than the Short Handle parameter |
Non ACD Count |
Non ACD Cnt |
The number of Non ACD interactions handled by the agent (voice only) |
Hold ACD Count |
Hold ACD Cnt |
The number of times ACD interactions were placed on hold (voice only) |
Non ACD Hold Count |
Non ACD Hold Cnt |
The number of times Non ACD interactions were placed on hold |
Outbound Count |
Out Cnt |
The number of outbound calls made by the agent (voice only) |
Outbound Hold Count |
Out Hold Cnt |
The number of times outbound calls were placed on hold (voice only) |
Contacts Per Hour |
Contacts Per Hour |
The total ACD interaction count minus the ACD short handle count, divided by the shift time for the agent |
Agent Unavailable Percent |
Agt Unavail % |
The percentage of shift time for which the agent was unavailable to receive interactions |
Logged In Not Present Time |
Logged In Not Present Time |
The duration of time the agent was logged in to but not present to any of their agent groups, and the duration of time the agent was not present in a media type across all groups |
Average Handle |
Avg Hndl |
The average amount of time the agent spent handling ACD interactions (ACD Time divided by ACD Count, excluding ACD Hold Time) |
Occupancy |
Occp |
The duration of time the agent spent processing interactions, including ringing time |