Agent Management Lifecycle Metrics

Available Dimensions

Metrics table

Name Business Definition Logical Definition Aggregator
Agent Disconnects The number of times agents were disconnected without logging out.

Events Used:

  • agent.loggedOut (reason = lost)

Metric Condition:

  • Returns number of times event occurs

 Sum
Available Time The total amount of time that the agent maintained the "available" status.

Events Used:

  • START: first event

  • END: agent.loggedOut or last event

Metric Condition:

  • Returns the time between START and END event where status = available

 Sum
Busy Clicks The total number of times the agent went into busy status.

Events Used:

  • agent.statusChanged (status = busy)

Metric Condition:

  • Returns number of times the event occurs

 Sum
Busy Time The total amount of time that the agent maintained the "busy" status.

Events Used:

  • START: first event

  • END: agent.loggedOut or last event

Metric Condition:

  • Returns the time between START and END event where status = busy

 Sum
Busy To Logout Time The total amount of time that the agent maintained the "busy" status, immediately before logging out (without going available).

Events Used:

  • START: agent.statusChanged OR agent.loggedIn (status = busy)

  • END: agent.loggedOut

Metric Condition:

  • Returns the time between START and END event where status = busy

 Sum
Cumulative Utilization Time The total amount of time, in minutes, the agent spent for all assigned chats.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the time between the first case of START event and last case of END event where the agent chatID is the same.

 Sum
Cumulative Utilization Time While Busy The total amount of time, in minutes, agent spent for all assigned chats while in the busy state.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the time between the first case of START event and last case of END event where the agent chatID is the same and status = busy.

 Sum
Disposition Time Total time from agent entering the disposition screen to exiting the screen.

Events Used:

  • START: chat.dispositionStarted

  • END: chat.agentExited

Metric Condition:

  • Returns the time between START and END event

 Sum
Global Cumulative Utilization Time The total amount of time, in minutes, an agent spent for all assigned chats. Uses all combinations of agent groups and business units, regardless of filters and dimensions in the report.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the time between the first case of START event and last case of END event where the agent chatID is the same.

  • This metric uses all combinations of agent groups and business units

 Sum
Global Cumulative Disposition Time Total time from agent entering the disposition screen to exiting the screen. Uses all combinations of agent groups and business units, regardless of filters and dimensions in the report.

Events Used:

  • START: chat.dispositionStarted

  • END: chat.agentExited

Metric Condition:

  • Returns the time between START and END events.

  • This metric uses all combinations of agent groups and business units.

 Sum
Global Cumulative Utilization Time While Busy The total amount of time, in minutes, agent spent for all assigned chats while in the busy state. Uses all combinations of agent groups and business units, regardless of filters and dimensions in the report.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the time between the first case of START event and last case of END event where the agent chatID is the same and status = busy.

  • This metric uses all combinations of agent groups and business units

 Sum
Global Linear Utilization Time The total amount of time the agent was assigned at least one engagement. Uses all combinations of agent groups and business units, regardless of filters and dimensions in the report.

Events Used:

START: chat.agentEnterChat

END: chat.agentExited

Metric Condition:

Returns the sum of time between START and END events occurring consecutively. This metric uses all combinations of agent groups and business units

 Sum
Global Linear Utilization Time While Busy The total amount of time the agent was assigned at least one engagement while in the busy state. Uses all combinations of agent groups and business units, regardless of filters and dimensions in the report.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the sum of time between START and END events occurring consecutively and status = busy.

  • This metric uses all combinations of agent groups and business units.

 Sum
Initial Agent Requests Assigned The number of new requests that are assigned to a live agent or virtual assistant and do not include subsequent agents. This metric only applies to the initial assignment, and does not include transfers, conferences, auto-transfers, or reconnects.

Events Used:

  • chat.agentEnterChat (enterType = chat, chatID is unique)

Metric Condition:

  • Returns number of times event occurs

 Sum
Linear Utilization Time The total amount of time the agent was assigned at least one engagement.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the sum of time between START and END events occurring consecutively

 Sum
Linear Utilization Time While Busy The total amount of time the agent was assigned at least one engagement while in the busy state.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the sum of time between START and END events occurring consecutively and status = busy.

 Sum
Login Time The total amount of time that the agent was logged into system.

Events Used:

  • START: first event

  • END: agent.loggedOut or last event

Metric Condition:

  • Returns the time between START and END event

 Sum
Requests Assigned The number of requests assigned to the initial agent, transferred agent, conferenced agent, reconnect agent, and auto-transfer agent.

Events Used:

  • chat.agentEnterChat (enterType = conferenceScreening, chat, transfer, or conferenceFull)

Metric Condition:

  • Returns number of times event occurs

 Sum