Agents Dataset
Overview
This definition provides the following information to the report user:
What templates are provided by default that use this dataset
What fields are included in the dataset and how the field value is calculated, where applicable.
Where to find this feature
Open the Workspace.
Select the Live Reports tab.
Hover over Administration.
Select Reports.
Select the Create tab.
Open the Data Set drop-down selection list.
The report templates that are based on this dataset include:
Report Name | Report Description |
|---|---|
Agents Ungrouped | This report provides data on agent-contact interactions. |
Agent By Date, Agent | This report provides summarised data on agent-contact interactions grouped by date and then by agent |
Agent By Agent | This report provides data on an active agent’s activities grouped by agent. |
Wrap Code by Agent | This report provides summarised data on the different ways an interaction is summarized grouped by agent |
Wrap Code by Campaign | This report provides summarised data on the different ways an interaction is summarized grouped by campaign |
Campaign Data Ungrouped | This is a detailed report showing each agent interaction on one row. |
Agents will only show in Agent dataset reports when they have made a Call, Chat or Email Activity. This will allow ipSCAPE to start tracking and calculating results for the Live reports.
1. Database Fields
The fields included in this dataset are:
Field | Description |
|---|---|
Active Agents No | The number of agents logged in to the toolbar |
Activity ID | The unique identifying number for the activity |
Agent | The name of the agent involved in the interaction |
Agent ID | The unique identifying number for the agent |
Call Direction | Where applicable, the call direction. Options are In, Out, and Unknown. |
Call Time | The duration of the call from the time it was answered to the time it was terminated. |
Call Type | The call type options are: Agent Call, Call, Diverted call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message. |
Campaign | The name of the Campaign with which the activity is associated. If the call was terminated before joining a queue then no campaign name is available. |
Campaign ID | The unique identifying number for the campaign |
Chats Handled | Count of total Chat Interactions handled |
Chat Time | The duration of a chat session from when the agent accepts the request until the session is wrapped |
Chats Transferred | The number of chat interactions transferred |
Chats Transferred % | The percentage of chat interactions transferred |
Completes | The number of calls assigned a Complete enabled wrap code. |
Complete Phone Number | The count of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
Complete Phone Number % | The percentage of calls where an Individual Phone Number is assigned a Complete Phone Number enabled wrap code. |
Contacts | The number of calls assigned a Contact enabled wrap code. |
Dial Time | The total duration of the dial activity for all outbound calls during the reporting period |
DNIS/Dialled Number | The number that was dialled |
Emails Handled | Count of total Email Interactions handled |
Emails Transferred | The number of email interactions transferred |
Emails Transferred % | The percentage of email interactions transferred |
Email Time (inbound) | The duration from when the agent opens an incoming email to when the email is closed, and the interaction is wrapped. |
Email Time (outbound) | The duration between when the agent opens an email template and when they press Send. |
Extension | The number of calls transferred to an agent extension. |
First Log In | The agent’s First Log In timestamp. |
Hold Time | The total duration of the on hold status for all calls during the reporting period |
Inbound | The total number of inbound calls (non-transferred) received within the reporting period. |
Interaction ID | The unique identifying number for the interaction |
Last Log Out | The agent’s Last Log Out timestamp. |
Lead ID | The unique identifying number for the lead |
List | The name of the list |
List ID | The unique identifying number for the list |
Manual Preview Time | The total duration of the manual preview status for all calls during the reporting period |
Outbound | The number of outbound calls that were made within the reporting period. |
Pause Time | The total duration of the pause status |
Preview Time | The total duration of the preview status for all calls during the reporting period |
Sales | The number of inbound calls assigned a Sale enabled wrap code. |
SBD Match Rate ( % ) | The percentage of calls where the Skills Based Dialling score is matched |
SBD Match Count | The total count of calls where the Skills Based Dialling score is matched |
Start Date | The timestamp at the start of the Agent Interaction displayed in date format |
Talk Time | The total duration of all calls during the reporting period |
Total Logged In Time | Talk Time + Wrap Time + Preview Time + Dial Time + Manual Preview Time + Hold Time + Wait Time + Pause Time + Log In Time + Log Out Time. |
Total Time | The addition of Talk Time + Wrap Time + Preview Time + Dial Time + Manual Preview Time + Hold Time + Wait Time + Pause Time. |
Total Wrap Codes | The number of times a wrap code was applied during the campaign |
Transferred Inbound | The number of inbound calls transferred to another agent |
Transferred Outbound | The number of outbound calls transferred to another agent |
Wait Time | The total duration of the wait status |
Wrap Time | The total duration of the wrap status for all calls during the reporting period |
Some fields are campaign specific and would only show up after selecting the campaign.
2. Calculated Fields
Field | Calculation |
|---|---|
Talk Time % | Talk Time*100/Total Time |
Wrap Time % | Wrap Time*100/Total Time |
Preview Time % | Preview Time*100/Total Time |
Dial Time % | Dial Time*100/Total Time |
Manual Preview Time % | Manual Preview Time*100/Total Time |
Hold Time % | Hold Time*100/Total Time |
Call Time % | Call Time Time*100/Total Time |
Email Time % | Email Time*100/Total Time |
Wait Time % | Wait Time*100/Total Time. If Campaign filtering is used, this field is left blank. |
Pause Time % | Pause Time*100/Total Time. If Campaign filtering is used, this field is left blank. |
Avg Talk Time | Talk Time/Number of interactions in the reporting period |
Avg Wrap Time | Avg Wrap Time/Number of interactions in the reporting period |
Avg Preview Time | Avg Preview Time/Number of interactions in the reporting period |
Avg Dial Time | Avg Dial Time/Number of interactions in the reporting period |
Avg Manual Preview Time | Avg Manual Preview Time/Number of interactions in the reporting period |
Avg Hold Time | Avg Hold Time/Number of interactions in the reporting period |
Avg Call Time | Avg Call Time/Number of interactions in the reporting period |
Avg Email Time | Avg Email Time/Number of interactions in the reporting period |
Avg Wait Time | Avg Wait Time/Number of interactions in the reporting period. If Campaign filtering is used, this field is left blank. |
Avg Pause Time | Avg Pause Time/Number of interactions in the reporting period. If Campaign filtering is used, this field is left blank. |
Chats transferred % | The number of chat interactions transferred / total chat interactions in the reporting period |
Emails transferred % | The number of email interactions transferred / total email interactions in the reporting period |
3. Dialler Outcomes
The following fields are made available to the agent to use as a wrap code for manual calls:
Field |
No Result |
Telco Error |
Abandoned |
Busy |
No Answer |
Answer Machine |
Call Back – Queue |
Call Back – Agent |
Dialler Hangup |
Disconnected Number |
Dialler Completed |