Agent Status Detail
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Agent Status Detail
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This table shows details of a logged-in Agent and the current activity of the agent. For example, if the agent is speaking with a customer, the customer number and contact information are shown for this agent.
Field | Description |
|---|---|
Agent Detail | |
Agent Name | The logged-in agent name. |
Routing Profile | The Routing Profile into which the agent has logged in. |
Agent State | |
Agent State | The current state of logged-in agent. |
Is Tethered? | This column shows Yes if the agent is on a tethered Connection. Column shows No if the agent is not on a tethered connection. |
Blending State | The current Blending state if a Blended Agent. |
Real Time Details | |
Call from Queue | The queue from which the agent is handling the call. |
Call from Campaign | The campaign from which the contact was delivered to the dialer. |
LCMKey | The LCMKey for this call. |
Contact Number | The customer number for this call. |
Duration in Current State | The duration that the agent is in the current state. |
Duration in Current Tethered | The duration that the agent is in the current tethered call. |
Average Handle Time | The average Handle Time for a call. This is sum of Average Talk Time (including Hold Time) and Average ACW of an agent for a day. |
Average Talk Time | This is Total call duration of calls handled by an agent for a day divided by total call count. |
Average ACW Time | Total ACW duration of calls handled by an agent for a day divided by total call count. |
Total Calls Handled | The total number of calls handled by the agent for the current day. |
Logged-in Time | The time that the agent logged in. |
Total Logged-in Duration | This is the total time the agent is logged in for the day. This is calculated by adding the time between the first login and the last logout and the duration of the current live session for the day. |
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