POM Agent Campaign Summary report page field descriptions

Last Updated : Oct 14, 2020 |

The Agent campaign summary report provides detailed timestamps of various campaigns that the agent handles during a customer interaction. The system does not track the report data for a selected call for the time period when the agent manager was nonfunctional.

Field or Button

Description

Time Period

Displays the time period for which the query results are fetched.

Query Time

Displays the time when the query was run.

Filters

Displays the list of filters applied to the job.

Total Records

Displays the total number of records fetched in the report.

Field or Button

Description

Time Period

Displays the time period for which the query results are fetched.

Query Time

Displays the time when the query was run.

Filters

Displays the list of filters applied to the job.

Total Records

Displays the total number of records fetched in the report.

Agent ID

Displays the unique identifier of an agent as defined in the associated contact center.

If you are using the optional filter Agent ID, the value you specify in that field is used to filter the Agent ID field.

Agent Name

Displays the name of the Agent.

Organization

Displays the name of the Organization.

Job ID

Displays the identifier of the running session of the outbound campaign.

Campaign Name

Displays the name of the campaign to which the agent is attached.

Date

Displays the date for Agent Activity.

Call Count
Displays the total number of calls handled by the agent in the current job. There can be a difference in the call count and the connections in the following cases:

  • The agent A dials a preview call, the call is not connected and agent A wraps-up the call. In this case the call count for agent A is not incremented, but the connection count for agent A is incremented by 1.

  • The agent A transfers the call to agent B and agent B wraps-up the call. In this case, the call count for agent A is incremented by 1 and the connection count for agent B is incremented by 1.

  • The agent A redials the call after wrap-up. In this case the call count and connection count for agent A is incremented by 1.

Total Talk Time

Displays the time for which the agent was in the Talking state on each day.

Avg Talk Time

Displays the average talk time of the calls that the agent handles, in all the jobs to which the agent is attached.

ACW Count

Displays the number of times the agent put the call on ACW on each day.

Total ACW Time

Displays the time for which the agent was in the Wrap-up state on each day.

Avg ACW Time

Displays the average after call work time for the total calls in which the agent was in Wrap-up state in the current job to which the agent is attached.

Total Idle Time

Displays the time for which the agent was in the Idle state on each day.

In Job Break Count

Displays the number of breaks in a job requested by an agent on each day.

Total In Job Break Time

Displays the total time for which the agent was in the Not Ready state on each day.

Avg In-Job Break Time

Displays the average time for which the agent was in Not Ready state in the current job to which the agent is attached.

Hold Count

Displays the number of times the agent put the call on hold on each day.

Total Hold Time

Displays the total time for which the call was on hold on each day.

Avg Hold Time

Displays the average hold duration for the total calls put on hold by the agent in the current job to which the agent is attached.

Avg Call Time

Displays the average of talk duration plus hold duration for the total calls handled by the agent in the current job to which the agent is attached.

Preview Accept Count

Displays the number of contact previews accepted by the agent on each day.

Preview Reject Count

Displays the number of contact previews rejected by the agent on each day.

Total Preview Time

Displays the total time duration for which the agent was in Preview state on each day.

Avg Preview Time

Displays the average preview time for the total contact previews received by the agent in the current job to which the agent is attached.

Consult Count

Displays the number of calls put in consult by the agent on each day.

Total Consult Time

Displays the total time for which the agent was in Consult state on each day.

Avg Consult Time

Displays the average consult time for the total calls in which the agent was in Consult state in the current job to which the agent is attached.

Conference Count

Displays the number of calls put in conference by the agent on each day.

Total Conference Time

Displays the total time for which the agent was in Conference state on each day. The Conference state includes Conference (Owner) and Conference (Passive) states.

Avg Conference Time

Displays the average conference time for the total calls in which the agent was in Conference state in the current job to which the agent is attached.

Transfers Initiated Count

Displays the number of call transfers initiated by the agent on each day.

Transfer Received Count

Displays the number of call transfers received by the agent on each day. For example, agent A transfers the call to agent B and agent B wraps-up the call. In this case, the call count for agent A is incremented by 1 and the transfer received count for agent B is incremented by 1.

Callback Accept Count

Displays the number of callbacks accepted by the agent on each day.

Callback Reject Count

Displays the number of callbacks rejected by the agent on each day.

Total Callback Preview Time

Displays the total time duration for which the agent was in Preview state of the received callbacks on each day.

Abandon On Hold Count

Displays the number of calls that were abandoned by the contact when put on hold by the agent on each day.

Total HA Time

The time between one agent manager server goes down till failover server takes over.