POM Agent Summary report page field descriptions

Last Updated : Oct 14, 2020 |

The Agent Summary report provides a summary of the agent activity for each agent.

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

Agent ID

Displays the unique identifier of the 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.

Zone

Displays the name of the zone created in Experience Portal.

Agent Session ID

Displays the unique identifier of an agent's login in POM, till the agent logs out.

Agent Login Time

Displays the agent login time only when a job is attached to the agent.

Agent Logout Time

Displays the time when the agent logged out from POM.

Campaign Name

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

Job ID

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

Task Name

Displays the name of the task specified in the campaign strategy.

Job Attach Time

Displays time when the agent was attached to the job.

Job Detach Time

Displays time when the agent was detached from the job.

Call Count
Displays the total number of calls handled by the agent in the current job. There can be a difference between 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 Duration

The time for which the agent was in the Talking state in the current agent session.

Total ACW Duration

The time for which the agent was in the Wrap-up state in the current agent session.

Total Idle Duration

The time for which the agent was in the Idle state in the current agent session.

In Job Break Count

The number of breaks in a job requested by an agent in the current agent session.

Total In Job Break Duration

The total time duration for which the agent was in the Not Ready state in the current agent session.

Hold Count

The number of times the agent put the call on hold in the current agent session.

Total Hold Duration

The total time duration for which the call was on hold in the current agent session.

Preview Accept Count

The number of contact previews accepted by the agent in the current agent session.

Preview Reject Count

Displays the number of contact previews rejected by the agent in the current agent session.

Total Preview Duration

The total time duration for which the agent was in Preview state in the current agent session.

Consult Count

The number of calls put in consult by the agent in the current agent session.

Total Consult Duration

The total time duration for which the agent was in Consult state in the current agent session.

Conference Count

The number of calls put in conference by the agent in the current agent session.

Total Conference Duration

The total time duration for which the agent was in Conference state in the current agent session. The Conference state includes Conference (Owner) and Conference (Passive) states.

Transfers Initiated Count

The number of call transfers initiated by the agent in the current agent session.

Transfer Received Count

The number of call transfers received by the agent in the current agent session. 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

The number of callbacks accepted by the agent in the current agent session.

Callback Reject Count

The number of callbacks rejected by the agent in the current agent session.

Total Callback Preview Duration

The total time duration for which the agent was in Preview state of the received callbacks in the current agent session.

Abandon On Hold Count

The number of calls that were abandoned by the contact when put on hold by the agent in the current agent session.

Total HA Time

The time when the failover server receives control from the one agent manager server before the one agent manager shuts down.