Interface TeamPerformance

acwTime: The length of time that agents of the team spent doing after call work. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

agentOffered: The number of Inbound and Outbound Contacts offered to Agents of the team between the "startDate" and "endDate".

availableTime:The length of time that Agents of the team were available, waiting for Contacts to arrive or be delivered. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

avgAvailableTime: The average length of time that Agents of the team were available, waiting for Contacts to arrive or be delivered. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

avgUnavailableTime: The average length of time that Agents of the team spent in an unavailable state and unable to handle another Contact. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

consultTime: The length of time that Agents of the team spent speaking with other agents or supervisors. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

inboundAvgTalkTime: The Average Talk Time for all Inbound contacts handled by Agents of the team. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

inboundHandled: The number of Inbound contacts handled by Agents of the team between the "startDate" and "endDate".

inboundTalkTime: The length of time that Agents of the team spent talking to contacts. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

inboundTime: The number of Inbound contacts handled by Agents of the team between the "startDate" and "endDate".

loginTime: The length of time that Agents of the team are logged into the system between the "startDate" and "endDate". The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

occupancy:The percentage of time Agents of the team spend handling contacts versus the waiting time for contacts to arrive. This is also known as "Agent Utilization"

outboundAvgTalkTime: The Average Talk Time for all outbound contacts handled by Agents of the team. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

outboundHandled: The number of outbound contacts handled by the team between the "startDate" and "endDate".

outboundTalkTime: The length of time that Agents of the team spent handling Outbound contacts. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

outboundTime: The length of time that Agents of the team spent handling Outbound contacts. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

percentRefused: The percentage of total contacts offered to Agents of the team that the Agents never answered

refused: The number of Contacts refused by Agents of the team.

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

totalAvgHandleTime: The average length of time it took Agents of the team to handle Inbound and Outbound Contact. This is a 'Generic' term used to refer to Inbound Average Handle Time plus Outbound Average Handle Time

totalAvgHandled: The total number of contacts handled by Agents of the team

totalAvgTalkTime: The average length of time that Agents of the team spent speaking with contacts, including hold times and conference times. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

totalHandled: The total number of contacts handled by Agents of the team

totalTalktime: The length of time that Agents of the team spent talking to contacts on Inbound and Outbound calls. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

unavailableTime: The length of time that Agents of the team spent in an unavailable state and unable to handle another Contact. The duration time is in the ISO 8601 Durations format. The value "PT0S" means 0 seconds

workingRate:The percentage of total login time for the Agents of the team when they were either available or actively handling contacts