Agent Data 131
7. Available Data
Abandoned calls hold. The total number of ACD calls that were
abandoned while being held at an agent’s position. The value is
incremented at the time the call disconnects.
Abandoned calls average. The average ring time in seconds
associated with ACD calls that were abandoned while ringing an
agent’s position.
Abandoned calls percent. The percentage of ring time associated
with ACD calls that were abandoned while ringing at an agent’s
position. This value is measured against the total time the agent was
logged on during the interval.
Hold calls in. The total number of completed inbound calls the
agent placed on hold. The value is incremented when the after-call
work associated with the call is completed.
Hold calls in average. The average on hold time in seconds
associated with inbound calls the agent placed on hold.
Hold calls in percent. The percentage of hold time associated with
inbound calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.
Hold calls out. The total number of completed outbound calls the
agent placed on hold at least once. The value is incremented when
the after-call work associated with the call is completed.
Hold calls out average. The average on hold time in seconds
associated with outbound calls the agent placed on hold.
Hold calls out percent. The percentage of hold time associated with
outbound calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.
Hold calls internal. The total number of completed internal calls
the agent placed on hold for the interval. The value is incremented
when the after-call work associated with the call is completed.
Hold calls internal average. The average on hold time associated
with internal calls the agent placed on hold.
Hold calls internal percent. The percentage of hold time associated
with internal calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.
Assistance calls total. The total number of calls for which the agent
received supervisor assistance during the interval. The value is
incremented when the supervisor assistance call completes.
Assistance calls average. The average time in seconds that the
agent received assistance for all supervisor-assisted calls during the
interval.