KBN | 2017-07-18 02:25:49 UTC | #1
Hi All,
How can I get the following Agent-level metrics (per interval) for voice through Analytics or other API:
1- Internal Contacts (count) - The number of internal contacts (agent-to-agent or agent-to-supervisor) received by this Agent during this interval
2- Internal Handle Time (duration) - The handle time of internal contacts received by this Agent
3- Ready Time (duration) - The amount of time during this interval that the Agent spent in the Ready state (available and ready to receive contacts)
4- Not Ready Time (duration) - The amount of time during this interval that the Agent spent in a Not Ready state. Not Ready is the time an agent is logged in, not available to receive contacts, and not in a work related state
5- Outbound Contacts (count) - The number of outbound contacts made by this Agent during this interval. This value represents agent-initiated-out contacts whereby an agent makes an outbound contact directly from their desktop.
6- Outbound Handle Time (duration) - The Handle Time of Outbound Contacts made by this Agent that occurred during this interval
7- Login Time (duration) - The amount of time that the Agent was logged in during this interval
Any thought on this?
Thanks.
tim.smith | 2017-07-18 15:47:02 UTC | #2
The Analytics APIs and the guides on that page provide an overivew of what's available with analytics. You can use the Developer Tools Analytics Query Builder to build and test your queries without writing code. The general approach for querying metrics is to create filters to count only the data you want for your specific use cases.
system | 2017-08-18 15:46:54 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 1556