Agents

AKA: Agent

Statistic Name	Description	Function/Formula	API Name
Agents	The number of agents that worked with this interaction including agents that rejected the work. Example 1: If an agent is offered the interaction, but rejects it and the interaction is offered to another agent who accepts it, this column lists "2". This represents the first agent who rejected the work and the second agent who accepted the work. Example 2: If one agent began the interaction, but later transferred it to another agent, this column lists "2". This represents the first agent who accepted the work and the second agent who received the transfer.

Included in the following data sets:

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

Interaction Summary

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Segment Details by Agent

Interaction Segment Summary by Agent

Interaction Segment Summary by Agent to Agent

Agent Quality

Agent Performance

Agent Presence Reason Detail

Agent Presence Reason Summary

Agent Quality

Agent Status Summary

Agent Summary by Queue

Reason Code by Agent

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

Script Detail

Script Summary

Script Summary by Agent

Script Time Detail

Custom Interaction Attributes by Agent

SSO Summary

SSO Usage by Tenant

Interaction Agent

Interaction Segment

Agent Interval

Agent Session