Agent Conversation Time

AKA: Avg Agent Conversation Time, Average Agent Conversation Time, Max Agent Conversation Time, Min Agent Conversation Time, Total Agent Conversation Time

Statistic Name	Description	Function/Formula	API Name
Agent Conversation Time	The length of time that an agent spent in conversation with a customer. This statistic is equal to Agent Talk Time in cases where a customer isn't placed on hold. This expression formats the Agent Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Maximum, Minimum
Average Agent Conversation Time	The average length of time that an agent spent in conversation with a customer. This statistic is equal to Average Agent Talk Time in cases where a customer isn't placed on hold. This expression formats the Average Agent Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Average
Total Agent Conversation Time	The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold.Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).	Total

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Interaction Detail by Queue

Agent Quality

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Contact

Service Level by Queue

Performance by Queue

Performance by channel

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Message Detail

Recording & Messaging by Agent

Interaction Agent