acd-calls

Skill and direct calls for the agent. In Ref, select the required skill number. You must also specify a data collection period for this data type.

agent-extension

The data field shows the agent login ID.

agent-state

Сurrent work mode of the agent. In Ref, select the required skill number.

average-acd-call-time

The average of the time the agent spent on talking and on-hold time.

average-acd-talk-time

The average time the agent spent talking on ACD calls during the administered time interval for all skills the agent was logged in to. In Ref, select the required skill number. Select a data collection period and time format for this data type.

call-rate

The current number of ACD calls that each agent handles every hour for all skills.

current-reason-code

The number of the reason code for the current Aux work mode or agent logout.

current-reason-code-name

The name of the reason code for the current Aux work mode or agent logout.

elapsed-time-in-state

The time during which the agent was in the current state.

extension-calls

The number of incoming and outgoing non-ACD calls that the logged-in agent completed during the administered time interval.

shift-acd-calls

The number of ACD calls the agent answered during the administered time interval. In Ref, select the required skill number.

shift-aux-time-<code number>

The time the agent spent in Aux work mode for the reason code <code number> during the administered time interval. Select a time format for this data type.

shift-aux-time-reason-code

The time the agent spent in Aux work mode for the current reason code during the administered time interval. Select a time format for this data type.

shift-aux-time-all

The time the agent spent in Aux work mode for all reason codes during the administered time interval. Select a time format for this data type.

shift-aux-time-default

The time an agent spent in Aux work mode for the default reason code 0 during the administered time interval. Select a time format for this data type.

shift-aux-time-non-default

The time the agent spent in Aux work mode for reason codes 1 through 99 during the administered time interval. Select a time format for this data type.

shift-average-acd-talk-time

The average time the agent spent talking on ACD calls during the administered time interval. In Ref, select the required skill number. Select a time format for this data type.

skill-number

Skill number you configure on the Skills screen for the agent. In Ref, select the required skill number.

skill-percent-in-service-level

The percentage of calls the agent answered within the administered service level for a skill.

time-agent-entered-state

The time when the agent entered the current state.

total-after-call-time

The total time the agent spent in ACW work mode for any skill during a specific time. The total time excludes the time spent on incoming or outgoing extension calls.

total-aux-time

The total time the agent spent in Aux work mode for all skills that the agent was logged in to.

If the agent entered Aux work mode in one VuStats collection interval but switched to another mode in the next interval, the contact center tracks the time spent in each interval.

total-staffed-time

The total time the agent is logged in to more than one skill during a specific period or day.