130 Available Data
Incoming calls total. The total number of inbound ACD calls
handled by the agent during the interval. This value is incremented
when the after-call work associated with the call is completed.
Incoming calls avg. length. The average length in seconds for
incoming calls handled by the agent during the interval.
Incoming calls percent. The percentage of all calls handled by the
agent for the period that were incoming calls.
Outgoing calls total. The total number of completed outbound ACD
calls made by the agent during the interval. The value is incremented
when the after-call work associated with the call is completed.
Outgoing calls average length . The average length in seconds for
outgoing calls made by the agent for the interval.
Outgoing calls percent. The percentage of all calls handled by the
agent for the period that were outgoing calls.
Internal calls total. The total number of internal calls initiated by
the agent during the interval. The value is incremented when the
after-call work associated with the call is completed.
Internal calls average length. The average length in seconds for
completed internal calls made by the agent for the interval.
Internal calls percent. The percentage of all calls handled by the
agent for the period that were internal calls.
Callback message total. The total number of callback messages that
were processed by the agent during the interval.
Callback message average length. The average length in seconds
for callback messages processed by the agent during the interval.
Callback message percent. The percentage of all calls handled by
the agent for the period that were callback messages.
% Wrapup. The percentage of time that the agent spent in wrap-up
on all calls counted as handled during the interval. An agent
performing wrap-up is either in the Work Ready or Work Not Ready
state. This value is measured against the total time the agent was
logged on during the interval.
7.2.4. Agent Performance
The ICR tracks agent performance. To arrive at daily values, the ICR
sums the Agent_Skill_Group_Half_Hour rows for each day.
Agent name. The first and last name of the agent.
Abandoned calls ring. The total number of ACD calls abandoned
while ringing at an agent’s position. The value is incremented at the
time the call disconnects.