The Agent performance - interactions dashboard presents basic data about agents' activity. Information includes metrics about inbound, outbound, and internal interactions and details about customer hold times.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Device busy—the number of alerting interactions that failed to be delivered to the agent due to their device being busy (outside VCC) or the agent declining the interaction. When the agent uses WebRTC, the agent's headset may have been busy because the agent was in another meeting.
- No answer—the number of alerting interactions that the agent failed to answer. The alert either timed out or the agent rejected the interaction. If media type is phone, the telephone was not answered by the agent before it stopped ringing. The number of interactions may include inbound, outbound and internal interactions.
- Device unreachable—the number of alerting interactions that failed to be delivered to the agent due to their device being unreachable.
- Fault—the number of alerting interactions that failed with delivery to the agent due to system/network failure.
- Total—the total number of interactions that failed to be delivered to the agent.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Offered—the number of outbound interactions initiated by the agent. The number of interactions initiated by the agent, where the intended destination was an external party. This does not indicate a connection to a second party.
- Connected—the number of outbound interactions initiated and accepted by the agent, and successfully connected to external parties.
- Avg. alerting duration—the average duration of time the system waited for the agent to accept the interaction initiated by the agent in hh:mm:ss format. For example, 00:21:37.
- Avg. connected duration—the average duration of time the agent spent being connected to external parties in hh:mm:ss format. For example, 00:21:37.
- Avg. wrap duration—the average duration of time the agent spent in the Wrap state after being disconnected from external parties in hh:mm:ss format. For example, 00:21:37.
- Avg. handle time—the average time the agent spent handling the initiated interaction that was successfully connected to an external party, in hh:mm:ss format. For example, 00:21:37. For outbound interactions, Avg. handle time is calculated as the sum of avg. alerting duration, avg. connected duration , and avg. wrap durations for answered interactions.
Internal initiated & offered and Internal handle times tiles
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