Agent Report Parameters

Action

Icons you can click to perform an action:

• Click the Logout icon to sign out the agent.

• Click the Monitor icon to open the Call Monitoring module where you can monitor the agent's call by when you enter your callback number and clicking the Midcall Monitor button.

  This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes midcall monitoring. For more information, see Monitor Calls.

Snapshot/Team & Skill views

Agent

The name of an agent in the report.

If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse arrow or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type.

Snapshot/Agent view; Real-time Agent Interval/Agent-level

Agent Requeue

The number of times an agent requeued an inbound call.

Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report

Agent Transfer

The number of times an agent transferred an inbound call to another agent.

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Available

Count: The number of times an agent went into the Available state.

Total Time: The total amount of time an agent spent in the Available state.

Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Available state (Total Available Time divided by Available Count).

% Time: (Only in ADR) The percentage of time the agent was in the Available state.

Historical Agent Summary & Interval reports; ADR & Snapshot/Agent view; Agent Trace report

Available

The number of agents currently in the Available state or, in the Skill view, the number of agents in the Available state who possess the skill.

Snapshot/Site, Skill, & Skills by Team views

Available Time

The amount of time agents were in the Available state during the time interval.

Real-time Agent Interval reports

Average Connected Time

The connected time divided by the number of calls that were connected during the time interval.

Real-time Skills Interval by Team

Average Handle Time

The average length of time spent handling a call (connected time plus wrap-up time, divided by number of calls).

Real-time Skills Interval by Team

Blind Transfer

The number of times an agent transferred an inbound call without consulting first.

Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report

Calls Handled

The number of calls the agent handled (or, for the Skill view, the number of calls the agent handled for that skill) since logging in. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and how many times each code was entered.

Snapshot/Team view & Skill view

Calls Handled

The total number of inbound and outdial calls handled.

Historical Agent Summary & Interval reports

Channel

The media channel associated with the activity. (Appears only if your enterprise uses the Multimedia feature.)

ADR; Agent Trace report

Conference

The number of times the agent initiated a conference call.

Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report

Connected

The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call who possess the skill.

Snapshot/Site, Skill, & Skills by Team views

Connected Time

The amount of time inbound calls were connected to an agent during the time interval (talk time plus hold time).

Real-time Skills Interval by Team

Consult

Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents.

Total Time: Total Consult Answer Time plus Total Consult Request Time.

Average Time: (Not in ADR or Agent Trace report) The average length of consulting time (Total Consult Time divided by Consult Count).

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Consult Answer

Count: The number of times an agent answered a consult request from another agent.

Total Time: The total amount of time an agent spent answering consult requests from agents.

Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent answering consult requests (Total Consult Answer Time divided by Consult Answer Count).

% Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests.

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Consult Request

Count: The number of times an agent sent a consult request to another agent.

Total Time: The total amount of time an agent spent consulting other agents.

Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent consulting other agents (Total Consult Request Time divided by Consult Request Count).

% Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent consulting other agents while on an inbound call.

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Consulting

The number of agents currently consulting with another agent.

Snapshot/Site & Skills by Team views

CTQ

The number of agents currently consulting with another agent after initiating or answering a consult-to-queue request.

Snapshot/Site view

Current State

The agent's current state.

In Team and Skill views, if the current state is Idle, the idle code the agent selected is shown in parentheses. No code shows if the agent has just signed in and has not selected an idle code.

Snapshot/Team, Skill, & Agent views

Disconnected Count

The number of calls that were connected to an agent, but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.

Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report

Disconnected Hold Count

The number of times an inbound call was disconnected while the caller was on hold.

Snapshot/Agent view

DN

The dial number the agent used to log in to the Agent Desktop.

Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report

Duration

The amount of time the agent was in the state.

Agent Trace Report

Final Logout Time

The date and time the agent logged out. This column appears only in agent-level summary reports.

Historical Agent Summary/Agent level

Hold

The number of agents in the Connected state who have placed the caller on hold.

Snapshot/Site view & Skills by Team view

Hold Time

The amount of time callers were on hold during the time interval.

Real-time Skills Interval by Team

Idle

The number of times the agent went into the Idle state from a different state. Rest the cursor over a number in this column to display a pop-up showing the idle codes the agent entered and how many times each code was entered.

Snapshot/Team & Skill views

Idle

The number of agents currently in the Idle state.

Snapshot/Site & Skills by Team views

Idle

Count: The number of times an agent went into the Idle state.

Total Time: The total amount of time agents spent in the Idle state.

Average Time:(Not available in ADR or Agent Trace report) The average length of time agents were in the Idle state (Total Idle Time divided by Idle Count).

% Time.:(Not available in Agent Summary and Interval reports) The percentage of time the agent was in the Idle state.

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Idle

Count: The number of times the agent went into the Idle state from a different state. Rest the cursor over the number in this field to see the idle codes the agent entered and how many times each code was used.

Snapshot/Agent view

Idle Time

The amount of time agents were in the Idle state during the time interval.

Real-time Agent Interval reports

In Outdial

The number of agents who are connected to or are wrapping up an outdial call.

Snapshot/Site view & Skills by Team view

In Outdial

The number of times the agent was connected to or was wrapping up an outdial call.

Snapshot/Team view

In Time

The time the agent entered the state.

Agent Trace report

Inbound

Reserved Time: The amount of time agents were in the Reserved state, during which incoming calls were ringing but had not yet been answered.

Answered Count: The number of inbound calls that were answered by an agent during the time interval.

Talk Time: The amount of time agents were talking on inbound calls during the time interval.

Hold Time: The amount of time inbound calls were on hold during the time interval.

Connected Time: The amount of time inbound calls were connected to an agent during the time interval (inbound talk time plus inbound hold time).

Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval.

Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval.

Average Handle Time: The average length of time spent handling an inbound call (inbound connected time plus inbound wrap-up time, divided by number of inbound calls).

Real-time Agent Interval reports

Inbound Average Handle Time

The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided by connected count).

Snapshot/Agent view

Inbound Avg Handle Time

The average length of time spent handling an inbound call (Total Inbound Connected Time plus Total Wrap Up Time, divided by Inbound Connected Count).

Historical Agent Summary & Interval reports; ADR; Agent Trace report

Inbound Connected

Hold Count: The number of times an agent put an inbound caller on hold.

Connected Count: The number of inbound calls that were connected to an agent.

Total Talk Time: The total amount of time an agent was talking with a caller.

Total Hold Time: The total amount of time inbound calls were on hold.

Total Time: The total amount of time agents were connected to inbound calls.

Average Hold Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average hold time for inbound calls (Total Hold Time divided by Hold Count).

Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count).

% Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller.

% Hold Time: (Only in ADR) The percentage of inbound connected time the caller was on hold.

% Time: (Only in ADR) The percentage of time the agent was connected to an inbound call.

Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report

Inbound Consult

Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents.

Total Time: Total Consult Answer Time plus Total Consult Request Time.

Snapshot/Agent view

Inbound Consult Answer

Count: The number of times an agent answered a consult request from another agent handling an inbound call.

Total Time: The total amount of time an agent spent answering consult requests from agents handling inbound calls.

Snapshot/Agent view

Inbound Consult Request

Count: The number of times an agent sent a consult request to another agent during an inbound call.

Total Time: The total amount of time an agent spent consulting other agents during inbound calls.

Snapshot/Agent view

Inbound CTQ

Count: Inbound CTQ Answer Count plus Inbound CTQ Request Count.

Total Time: Total Inbound CTQ Answer Time plus Total Inbound CTQ Request Time.

Snapshot/Agent view

Inbound CTQ Answer

Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an inbound call.

Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling inbound calls.

Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR

Inbound CTQ Request

Count: The number of times an agent initiated a consult to queue while handling an inbound call.

Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when the consultations ended.

Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR

Inbound Reserved

Count: (Not in ADR or Agent Trace report) The number of times an agent went into the Inbound Reserved state, during which a call is coming in to an agent’s station but has not yet been answered.

Total Time: The total amount of time an agent spent in the Reserved state.

Average Time: The average length of time agents were in the Inbound Reserved state (Total Available Time divided by Available Count).

% Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state.

Snapshot/Agent view

Inbound Transfers

The number of inbound calls the agent transferred to another agent, queue, or number.

Snapshot/Agent view

Inbound Wrap Up

Count: The number of times an agent went into the Wrap-up state after an inbound call.

In the Snapshot/Agent view, you can rest the cursor over a number in this column to see the wrap-up codes the agent entered and how many times each code was used.

Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call.

Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after an inbound call (Total Wrap Up Time divided by Wrap Up Count).

% Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Wrap-up state after an inbound call.

Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view

Initial Login Time

The date and time the agent signed in.

Historical Agent Summary/Agent level

Login Count

Total number of times an agent sined in on that day. Appears only if Agents is selected in the Display Results By drop-down list.

Historical Agent Summary/Agent level

Login Time

The date and time the agent logged in to the Agent Desktop.

Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report

Logout Time

The date and time the agent signed out of the Agent Desktop.

ADR; Agent Trace report

Not Responding

The number of agents currently in the Not Responding state.

Snapshot/Site & Skills by Team views

Not Responding

Count: The number of times an agent was in the Not Responding state.

Total Time: The total amount of time an agent spent in the Not Responding state.

Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Not Responding state (Total Not Responding Time divided by Not Responding Count).

% Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Not Responding state.

Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view

Not Responding Time

The amount of time agents spent in the Not Responding state during the time interval.

Real-time Agent Interval reports

Number of Calls

The number of inbound calls that were connected to the site or team during the time interval.

Real-time Skills Interval by Team

Occupancy

The measure of time the agent spent on calls compared to available and idle time, calculated by dividing total connected time (inbound connected time plus outdial connected time) plus total wrap up time (inbound wrap-up time plus outdial wrap up time) by staff hours.

Snapshot/Agent view; Real-time Agent Interval reports; Historical Agent Summary, Agent Interval, ADR, & Agent Trace report

Occupancy

The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected time plus inbound wrap up time by staff hours.

Real-time Skills Interval by Team

Out Time

The time the agent left the state.

Agent Trace report

Outdial

Attempted: The number of calls that agents initiated during the time interval.

Connected: The number of outdial calls that were connected to an agent during the time interval.

Reserved Time: The amount of time agents were in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call is not connected yet.

Talk Time: The amount of time agents were talking on outdial calls during the time interval.

Hold Tim: The amount of time outdial calls were on hold during the time interval.

Connected Time: The amount of time outdial calls were connected to an agent during the time interval (outdial talk time plus outdial hold time).

Average Connected Time: Outdial connected time divided by the number of outdial calls that were connected during the time interval.

Wrap Up Time: The amount of time agents spent in the Wrap-up state after an outdial call during the time interval.

Average Handle Time: The average length of time spent handling an outdial call (outdial connected time plus outdial wrap up time, divided by number of outdial calls).

Real-time Agent Interval reports

Outdial Avg Handle Time

The average length of time spent handling an outdial call (Total Outdial Connected Time plus Total Outdial Wrap Up Time, divided by Outdial Connected Count).

Historical Agent Summary, Agent Interval, ADR, & Agent Trace report

Outdial Conference

The number of outdial calls the agent conferenced with another party.

Snapshot/Agent view

Outdial Connected

Attempted Count: The number of times an agent attempted to make an outdial call.

Connected Count: The number of outdial calls that were connected to an agent.

Hold Count: The number of times an agent put an outdial call on hold.

Total Talk Time: The total amount of time an agent was talking with a party on an outdial call.

Total Hold Time: The total amount of time outdial calls were on hold.

Total Time: The total amount of time agents were connected to outdial calls.

Average Hold Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average hold time for outdial calls (Total Hold Time divided by Hold Count).

Average Time. (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average outdial connected time (Total Time divided by Connected Count).

Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view

Outdial Consult

Count: Outdial Consult Answer count plus Outdial Consult Request count.

Total Time: Total Outdial Consult Answer Time plus Total Outdial Consult Request Time.

Snapshot/Agent view

Outdial Consult Answer

Count: The number of times the agent answered a consult request from another agent who was on an outdial call.

Total Time: The amount of time the agent was consulted by another agent who was on an outdial call.

Snapshot/Agent view

Outdial Consult Request

Count: The number of times the agent consulted another agent while on an outdial call.

Total Time: The amount of time the agent consulted another agent during an outdial call.

Snapshot/Agent view

Outdial CTQ

Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count.

Total Time: Total Outdial CTQ Answer Time plus Total Outdial CTQ Request Time

Snapshot/Agent view

Outdial CTQ Answer

Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an outdial call.

Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls.

Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR

Outdial CTQ Request

Count: The number of times an agent initiated a consult to queue while handling an inbound call.

Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when the consultations ended.

Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR

Outdial Reserved

Count: The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call is not connected yet.

Total Time: The total amount of time an agent was in the Outdial Reserved state.

Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average amount of time agents were in the Outdial Reserved state (Total Time divided by Count).

Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view

Outdial Transfers

The number of outdial calls the agent transferred to another agent, queue, or number.

Snapshot/Agent view

Outdial Wrap Up

Count: The number of times an agent went into the Wrap-up state after an outdial call.

Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call.

Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after an outdial call (Total Outdial Wrap Up Time divided by Outdial Wrap Up Count).

Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view

Queue

If the agent is currently handling a call, the name of the queue that the call came in on.

Snapshot/Team, Agent, & Skill views

Reason

The reason the agent logged out. For example:

• Desktop browser closed. The browser window in which the Agent Desktop application was running was closed while the agent was logged in.

• LoggingInAnotherInstance. The system logged the agent out because the agent logged in to another instance of the Agent Desktop.

• Lost network connection. The agent was logged out because of a network interruption that exceeded two minutes (unless a different timeout is specified for your system).

• Normal logout. The agent clicked the Log Out button in the Agent Desktop window.

• Operational logout. The system logged the agent out in response to a command initiated by Webex Contact Center Operations or Technical Support.

• Supervisory logout. The supervisor logged the agent out.

Other reasons can occasionally occur.

ADR; Agent Trace report

Reserved

The number of agents currently in the Reserved state, during which a call is coming in but has not yet been answered.

Snapshot/Site view & Skills by Team view

Reserved

The number of agents in the Reserved state who possess the skill.

Snapshot/Skill view

Site

The name of a site.

If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse arrow or expand arrow to the left of a team name to collapse or expand the data grouped by channel type.

In the Site view of a current snapshot agent report, you can do the following:

• Click a collapse arrow or expand arrow next to a site name to collapse or expand the list of logged-in teams at the site.

• Click the name of a team to drill-down to the Team view for that team.

Snapshot/Site view; Real-time Agent Interval reports (except Agent-level)

Site

The site where the team the agent was handling calls for is located.

ADR; Agent Trace report

Skill

The name of the skill.

In the Skill view of the current snapshot agent report you can do the following:

• Click a collapse arrow or expand arrow next to a skill name to collapse or expand the list of logged-in agents who possess the skill.

• Click the name of an agent to drill-down to the Agent view for that agent.

• If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type.

Snapshot/Skill view; Real-time Skills Interval by Team

Staff Hours

The amount of time the agent has been logged in.

Snapshot/Team, Agent, & Skill views

Staff Hours

The amount of time the agent was logged in during the time interval.

Real-time Agent Interval reports & Skills Interval by Team

Staff Hours

The total amount of time agents were logged in.

Historical Agent Summary & Interval reports

Staff Hours

The amount of time the agent was logged in during each login session.

ADR; Agent Trace report

State

The time the agent logged in and logged out and each state the agent was in during the login session:

• Available: The agent was available and waiting for calls.

• Conference: The agent conferenced a call with another party.

• Consult-Answer: The agent answered a consult request from another agent.

• Consult-Request: The agent initiated a consultation with another agent.

• Idle: The phone rang but was not answered within a specified period of time.

• Not Responding: The agent’s phone rang but the agent did not answer within a specified period of time.

• Hold: The agent placed a connected call on hold.

• Talk: The agent was talking on an inbound call.

• Wrap Up: The call ended but the agent was not ready for the next call.

Agent Trace report

Talk

The number of agents in the Connected state who are currently talking with a caller.

Snapshot/Site & Skills by Team views

Talk Time

The amount of time agents were talking with callers during the time interval.

Real-time Skills Interval by Team

Team

The name of a team in the report.

In the Team view and Skills by Team view of a current snapshot agent report you can do the following:

• Click a collapse arrow or expand arrow next to a team name to collapse or expand the list of logged-in agents on the team.

• If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type.

In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent.

Snapshot/Team view & Skills by Team view; Real-time Agent Interval report/Team & Skills by Team level

Team

The team the agent was handling calls for.

ADR; Agent Trace report

Time in Current State

The amount of time the agent has been in the current state.

Snapshot/Team, Agent, & Skill views

Total Calls

Inbound Answered calls plus Outdial Attempted calls.

Real-time Agent Interval reports

Total Logged In

The number of agents currently logged in or, in the Skill view, the number of agents currently logged in who possess the skill.

Snapshot/Site, Team, Skill, & Skills by Team views

Channels Logged In

The number of media channels to which agents are currently logged in. Appears only if your enterprise uses the Multimedia feature.

Snapshot/Site, Team, Skill, & Skills by Team views

Wrap Up

The number of agents currently in the Wrap-up state.

Snapshot/Site & Skills by Team view

Wrap Up Time

The amount of time agents spent in the Wrap-up state after an inbound call during the time interval.

Real-time Skills Interval by Team