Staffed agent details page field descriptions

Last Updated : Jan 20, 2025 |
Prolog information
Metadata
Keywords:
The <Agent name (agent ID)> staffed agent details page shows the details of the staffed agent.

Summary View pane field descriptions

Button
Description
Completion Code Trend
Click to view the completion code trend chart for the staffed agent.
Name
Description
Agent ID
Displays the agent ID.
Agent Extension
Displays the extension number the agent uses for making the calls.
Agent Name
Displays the agent name.
Skills
Displays the skills that are configured in Call Center Elite and mapped with the POM skills.
Agent State
Displays the current agent state. The agent state can be one of the following:
  • Ready: The agent is ready to take a call.
  • Busy: The agent is busy with a call and cannot take another call.
  • Work Not Ready: The agent is busy with the call wrap-up and cannot take another call.
  • Not Ready: The agent is not ready to take a call.
    Along with Not Ready, the screen displays the aux-state reason if available.
  • Logged In: The agent is logged in.
  • Logged Out: The agent is logged out.
  • Pending Logout: A manual or automated operation to log out the agent is triggered. However, the agent state is changed to pending logout for reasons such as the agent is busy on a call. The agent state changes to Logged Out after the agent completes the call.
  • Pending Not Ready: The agent has marked Not Ready but is currently on a call. When the current call is completed, the agent switches to the Not Ready state and cannot take another call.
  • Unknown: The agent state is unknown.
  • Inbound Work: The agent is performing inbound work.
  • Idle: The agent is idle and is ready to take a call.
  • Break: The agent is on a break time.
Call State
Displays the current call state. The call state can be one of the following:
  • Idle: The agent is ready and waiting for a call.
  • Talking: The agent is talking on a call.
  • Wrapup: The agent is finished talking on a call but is performing after call work such as making notes.
  • Wrapup Complete: The agent has completed the after call work.
  • Preview: The agent is previewing a call.
  • Dialing: The agent is dialing a call.
  • Held: The agent has put the call on hold.
  • Consult: The agent is on the call consulting another agent.
  • Consult Answered: The agent has answered a consultation call.
  • Conference: The agent is on a conference call.
  • Conference Ended: The conference call has ended.
  • Conference Held: The agent has put the conference call on hold.
  • Call Transferred: The agent has transferred the call to another agent or supervisor.
  • Conference Owner: The agent has initiated a conference call with another agent. The agent who starts the call is the Conference Owner.
  • Conference Passive: The other agent participating in the conference call is the Conference Passive.
  • Callback: The agent is doing a callback.
  • Pending Call: The agent is currently on a call and has another call assigned.
Campaign Name
Displays the name of the campaign to which the agent is attached.
Job Id
Displays the job ID to which the agent is attached.
Task
Displays the current task for the job.
Zone Name
Displays the zone of the agent.
Agent Job State
Displays the agent job state. The job state can be one of the following:
  • Job Attached
  • Job Detached
  • Job End
  • Inbound
  • Pending Inbound
  • Pending Outbound
  • Pending Job Movement
  • Pending Job Attached
Locale
Displays the locale of the agent.
Time Zone
Displays the time zone specified by the agent when logging on.
Inbound Count
Displays the number of times the agent is attached to inbound work during the current job.
Inbound Duration
Displays the agent inbound duration.
Inbound Duration (%)
Displays the percentage duration for which the agent is attached to inbound work out of the total time the agent is logged in.
Off Job Idle Duration
Displays the duration for which the agent is in a Ready state, but no job is assigned to the agent.
Off Job Idle (%)
Displays the percentage duration for which the agent is waiting for a job out of the total outbound time.
Login Time
Displays the time when the agent logs in.
Off Job Break Duration
Displays the break duration when the agent is not attached to any job.
Off Job Break (%)
Displays the percentage duration for which the agent is not attached to any job out of the total outbound time.
Outbound Duration
Displays the agent outbound duration.
Outbound Duration (%)
Displays the percentage duration for which the agent is attached to outbound work out of the total time the agent is logged in.
Agent State Time
Displays the timestamp since when the agent is in the given state.
Acquire State
Displays the agent nailing state. The nailing state can be one of the following:
  • Acquired: The agent is nailed to the job.
  • Pending Acquire: A request to nail the agent to the job is triggered. The agent is being transitioned to outbound.
  • Pending Acquire Drop: The nailup call is in a transition state of being dropped.
  • Not Acquired: The agent is not nailed to the job.
  • Reacquiring: The agent is being reacquired for the nailup call.
Skill Attribute
Displays the agent skill attribute.
Organization Name
Displays the name of the organization of the agent.
Call State Time
Displays the timestamp since when the selected call is in the given state.
Average Talk Time
Displays the average talk time of the agent for the current zone of the job action.
Call Count
Displays the number of calls handled by the agent in the current job action.

Agent Details pane field descriptions

The first row of the Agent Details pane displays the agent-related data for the current login session of the agent.
The remaining rows in the Agent Details pane display the agent-related data for each job ID and Call task node of the campaign the agent is attached to during the current login session of the agent.
Name
Description
Avg After Call work time
Displays the average time the agent spends on performing after call work for the current zone of the job action.
Avg Talk Time
Displays the average talk time of the agent for the current zone of the job action.
Call Count
Displays the number of calls handled by the agent for the job action.
Avg Idle Time
Displays the average idle time of the agent for the job action.
In Job Break (%)
Displays the percentage of time the agent is on a break for the current zone of the job action.
In Job Idle (%)
Displays the percentage of time the agent is idle for the current zone of the job action.
Success
Displays the total number of records where the completion code with Success flag is set.
RPC
Displays the total number of records where the completion code with Right Party Connect (RPC) flag is set.
Closure
Displays the total number of records where the completion code with Closure flag is set.
Success per hour
Displays the average number of records per hour where the completion code with Success flag is set.
For example, if the job is running for 3 hours and the total number of records with completion code set to Success is 60 in these 3 hours, then the success per hour value is 60 divided by 3, which is 20.
RPC per hour
Displays the average number of records per hour where the completion code with the Right Party Connect (RPC) flag is set.
For example, if the job is running for 3 hours and the total number of records with completion code set to RPC is 60 in these 3 hours, then the RPC per hour value is 60 divided by 3, which is 20.
Closure per hour
Displays the average number of records per hour where the completion code with the Closure flag is set.
For example, if the job is running for 3 hours and the total number of records with completion code set to Closure is 60 in these 3 hours, then the Closure per hour value is 60 divided by 3, which is 20.

Agent Preferred Campaigns field descriptions

The agent preferred campaigns pane displays the names of the preferred campaigns. The running campaigns are highlighted in green.
Button
Description
Edit
Click to open the Campaign Assignment page. You can assign or unassign preferred campaigns to the agent.