Engage Voice | Real-time reporting Agent widget metrics

Last updated on July 23, 2021

Here are the metrics or attributes that comprise this widget:

Name: The agent's name.
Agent ID (Unique Agent ID): The unique numeric identifier attributed to each agent by the system.
Agent Login ID (Agent Login Session Unique Id): The unique numeric identifier attributed to each agent login session by the system.
Username (Unique Agent Login Username): The agent specific name used at login.This name will be unique across the platform.
Skill (Agent Skill Profile): The name of the skill profile that the agent logged in with. Skill profiles are set up by admins to incorporate a combination of queue level skills to control call dequeue priority to specific agents at specific wait times.
State (Current Agent State): The state the agent is currently in, e.g., Available, On Break.
Call Source (Current Call Source): The name of the inbound queue or outbound campaign from which the agent is currently engaged on a call.
ANI (Current ANI): The phone number that the agent is currently connected to (Either the number the agent dialed for an outbound call or the caller ID for the individual calling in to the queue).
DNIS (Current DNIS): The caller ID presented on an outbound dial or the number the inbound caller dialed into. This will display for the current call.
Status Time (Agent Status Time): The amount of time the agent has been in their current state.
Login Time (Agent Daily Login Time): The total amount of time that the agent has spent logged into the agent interface for the current day.
Calls (Connected Agent Calls): The total number of calls that the agent has been engaged with for that day.
Success (Successful Calls): A daily count of the successful dispositions for that agent. When configuring agent dispositions for a queue, admins can designate which dispositions are considered successful.
RNA (Ring No Answer): The number of times that the system attempted to send a call to the agent while they were in an Available state but were not able to successfully connect that call to the agent. RNAs can occur in several instances, such as an agent manually rejecting a call or a station-based network issue causing issues connecting to the agent's extension.
Total Talk (Total Talk Time): The total amount of time that the agent has spent engaged on calls for that day.
Avg Talk (Average Talk Time): The average amount of time that an agent has spent engaged on each call for that day.
Util (Agent Utilization): The total amount of daily engaged time in comparison to the total daily login time for that agent.
OH (Offhook State): A yes/no statement that will indicate if the agent is currently connected to an offhook session or not.
PD (Pending Disposition): A yes/no statement that will indicate if the agent still needs to submit their disposition from the current call.
Phone (Agent Phone Extension): The current agent extension to which the system is sending calls.
Group Name (Agent Group Name): The name of the agent group structure that the agent was configured under.
Wrap Time: The total amount of time the agent has spent in pending disposition for that day.
Active Chats (Total Active Agent Chats): The amount of chats that the agent is currently engaged in.
Chat State (Current Chat State): Provides an extra level of visibility into the agent's chat status. There are three chat specific states that will be shown under here.
Total Chats (Total Daily Chat Count): The total number of chats that the agent has engaged for that day.
Total Chat Time (Total Daily Chat Time): The total amount of time that the agent has spent engaged on chats for that day.
Monitor: When a phone number is added, a phone icon will be available to select to monitor agents while they are engaged on a call.
Chat: An interactive icon that allows you to chat with the active agent.

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