Agent Talk Time

AKA: Avg Agent Talk Time, Agent Talk Percent Time, Max Agent Talk Time, Min Agent Talk Time

Statistic Name	Description	Function/Formula	API Name
Agent Talk Time	The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)	Maximum, Minimum
Agent Talk Time Avg	The average amount of time agents spent talking with customers for the given date range. This expression formats the Average Agent Talk Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss)	Average
Agent Talk Time Percent	Out of the amount of time that the agent was online for the given date range, the amount of time they spent talking to customers. This expression calculates the value and formats it as a percentage to one place after the decimal.	Percentage

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 Performance

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

Recordings & Messaging by Interaction

Interaction Agent

Agent Interval