Interface AgentPerformance

acwTime:The length of time that the Agent spent in the after call work (acw) state

agentId: The unique, system-generated ID assigned to each agent

agentOffered: The number of Contacts offered to the Agent

availableTime: The length of time that the Agent spent in the available state

consultTime:The length of time that the Agent spent in consult state

inboundAvgTalkTime: The average time per inbound call for the Agent

inboundHandled: The number of inbound calls handled by the Agent

: inboundTalkTime: The total combined time that all Agents spent talking to contacts on inbound calls

inboundTime: The length of time that the Agent spent on inbound calls

loginTime: The length of time the Agent was logged into the system

occupancy: The percent time the Agent was in the (talk/acw) work state

outboundAvgTalkTime: The average time per outbound call the Agent spent talking to contacts

outboundHandled: Number of outbound calls the Agent handled

outboundTalkTime:The total combined time that all Agents spent talking to contacts on outbound calls

outboundTime: The length of time that the Agent spent handling all outbound calls

percentRefused: The percent of total contacts offered to the Agent

refused: The total number of calls refused by the Agent

teamId:The unique, system-generated ID assigned to each Team

totalAvgHandleTime: The average time the Agent spent handling all calls

totalAvgTalkTime: The average time Agents spent talking to contacts, including hold time and conference time

totalHandled:Number of calls handled by agent

The total length of time the Agent spent talking to contacts on inbound and outbound calls

unavailableTime: The length of time that the Agent spent in the unavailable state

workingRate: Percentage of total login time the Agent was available or actively handling Contacts