Agent Time To Answer

AKA: Avg Agent Time to Answer, Agent Avg Time to Answer, Max Agent Time to Answer, Min Agent Time to Answer

Statistic Name	Description	Function/Formula	API Name
Agent Time To Answer	The total time spent waiting for an agent to accept the interaction beginning when the work-offer was sent to the agent.	Maximum, Minimum, Average

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

Agent Quality

Agent Interval

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