Measures under the Agent producer

Last Updated : Oct 17, 2024 |

The following table lists the measures under the Agent producer:

Measures

Description

Reset at midnight

Abandoned From Alerting

The number of alerting interactions that the customer disconnects within the reporting period.

Yes

Active Duration

The total active duration of all the interactions over all the channels.

Yes

ACW Count

The number of times an agent entered the ACW state.

Yes

ACW Duration

The duration an agent was in the ACW state within the reporting period.

Yes

Ad Hoc Email Initiated

The number of ad hoc emails initiated from the contact center.

Yes

Ad Hoc Email Sent

The number of ad hoc emails sent from the contact center.

Yes

Agent Display Name

The name of the agent as configured in Application Center Administration.

No

Agent First Name

The first name of the agent.

No

Agent ID

The unique identifier of the agent.

No

Agent Last Name

The last name of the agent.

No

Agent Login Id

The login ID associated with the agent.

No

Agent Logon Duration

The duration for which the agent was logged in to Avaya Workspaces during the reporting period.

Yes

Agent Not Ready Reason Code Time Duration

The amount of time an agent was in the Not Ready state while using a reason code during the reporting period.

Yes

Agent State

The current state of an agent. The agent states are:

  • Logged In

  • Ready

  • Not Ready

  • Logged Out

No

Agent Voice Call State
The current state of an agent in a voice call. The agent states are:

  • NOT IN CALL

  • ALERTING

  • ACTIVE

  • ACW

  • HOLD

  • CONSULTING

  • CONSULT ALERTING

  • CONSULTED

  • CONSULT HOLD

  • CONFERENCE

The measure value will be empty in the following cases:

  • If the agent receives interactions from non-voice channels.

  • If the agent has no prior voice interactions.

No

Alert Duration

The total alert duration of all the interactions over all the channels for an agent.

Yes

Alerting

The number of alerting interactions at an agent.

No

Answered

The number of interactions that an agent answered.

Yes

Barged

The number of times a supervisor barged in on an agent within the reporting period.

Yes

Barged Duration

The duration for which a supervisor barged in on an agent within the reporting period.

Yes

Barging

The number of times a supervisor performed a barging interaction within the reporting period.

Yes

Barging Duration

The duration for which a supervisor performed a barging interaction within the reporting period.

Yes

Coached

The number of times a supervisor coached an agent.

Yes

Coached Duration

The duration for which a supervisor coached an agent.

Yes

Coaching

The number of times a supervisor carried out a coaching interaction.

Yes

Coaching Duration

The duration for which a supervisor carried out a coaching interaction.

Yes

Completed

A count of completed interactions for an agent within the reporting period.

Yes

Completed Logon Duration

The amount of time an agent was logged in to Avaya Workspaces within the reporting period.

Yes

Completed Not Ready Reason Duration

The amount of time an agent was in the Not Ready state while using a reason code within the reporting period.

Yes

Completed Total Time Not Ready

The amount of time an agent was in the Not Ready state within the reporting period.

Yes

Conference Initiated To User

A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period.

The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.

Yes

Conference Accepted From User

A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period.

The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.

Yes

Conference Initiated To Queue

A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Conference Accepted From Queue

A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consult Initiated To User

A count of interactions that an agent initiated as a consultation call with another user.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Consult Accepted From User

A count of consult to user calls answered by an agent within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consult Initiated to Queue

A count of interactions that an agent initiated as a consultation call to another queue.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Consult Accepted From Queue

A count of consult to queue calls answered by an agent within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consulted Duration

The duration an agent was in a consultation call with another agent.

The duration is displayed in the hh:mm:ss format.

Yes

Consulting Duration

The duration an agent spent consulting another agent.

The duration is displayed in the hh:mm:ss format.

Yes

Consult to External

A count of interactions where an agent initiated a consultation call with a user with an external number.

Yes

Consulting External Duration

The duration an agent spent consulting a user with an external number.

Yes

Conference to External

A count of external consultation calls that resulted in a conference.

Yes

External Calls Duration

The amount of time the agent spent on external calls during the reporting period.

Yes

External Voice Calls

A count of external voice calls made by the agent within the reporting period.

Yes

Forwarded

A count of interactions forwarded by the agent within the reporting period.

Yes

Hold

A count of customer visible holds within the reporting period.

Yes

Hold Duration

The amount of time the agent had put a customer interaction on hold.

Yes

Idle Time Duration

The time for which an agent is not active on an interaction but available for work.

Yes

Not Answered

A count of interactions offered that the agent did not answer.

The metric does not increment when a transferred interaction is unanswered.

Yes

Offered

A count of interactions directed to the agent within the reporting period.

Yes

Reason Code Name

The name of the reason code.

When an agent enters the Not Ready state, the agent selects this value from the drop-down list. The selected value displays the real-time report for an agent.

No

Time in ACW

The duration for which the agent was in the ACW state in the dd:hh:mm:ss format.

This value increments until the agent completes after contact work.

No

Time Active

A ticker that shows the time the agent is in the Active state.

No

Time in State

A ticker that shows the time in agent state.

No

Time Logged In

A ticker that shows the time the agent is logged in to Avaya Workspaces.

No

Time On Hold

A ticker that shows the time for which the agent has put the interaction on hold.

No

Total Time Not Ready

The total duration in the Not Ready state.

Yes

Transfer Accepted From Queue

A count of interactions where a single-step transfer from the queue was successful.

Yes

Transfer Accepted From User

A count of interactions where a single-step transfer from a user was successful.

Yes

Transfer Initiated to Queue

A count of interactions where a single-step transfer to the queue was initiated.

Yes

Transfer Initiated to Queue With Draft

The number of times an email draft is transferred from an agent to a queue within the reporting interval.

Yes

Transfer Initiated to User

A count of interactions where a single-step transfer to a user was initiated.

Yes

Transfer Initiated to User With Draft

The number of times an email draft is transferred from an agent to a supervisor or another agent within the reporting interval.

Yes

Transfer To External Canceled

A count of the interactions where a single-step transfer to an external address was canceled.

Yes

Transfer to External Failed

A count of the interactions where a single-step transfer to an external address failed.

Yes

Transfer to External Initiated

A count of the interactions where a single-step transfer to an external address was initiated.

Yes

Transfer To Queue Canceled

A count of interactions where a single-step transfer to the queue was canceled.

Yes

Transfer to Queue Failed

A count of interactions where a single-step transfer to the queue failed.

Yes

Transfer To User Canceled

A count of interactions where a single-step transfer to a user was canceled.

Yes

Transfer to User Failed

A count of interactions where a single-step transfer to a user failed.

Yes

User Status

The status of the user indicating if it is Live or Deleted.

No

Warm Transfer to External

A count of interactions that resulted in a transfer to an external number.

Yes

Warm Transfer Initiated to User

A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.

Yes

Warm Transfer Accepted from User

A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.

Yes

Warm Transfer Initiated to Queue

A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.

Yes

Warm Transfer Accepted from Queue

A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.

Yes

For more information about real-time reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.