MetricAgentAvailabilityName

Enum

CONTACT_PER_HOUR_NUMBER

Average number of contacts processed by an agent for an hour of production.

Supported channels: All Supported projects: No project filter (all) or a single project

MAX_AND_PARTIAL_OCCUPATION_DURATION

Period during which an agent is connected to the panel and is occupied partially or to the maximum.

Supported channels: All Supported projects: No project filter (all) or a single project

MAX_AND_PARTIAL_OCCUPATION_RATE

Part of production time during which an agent is connected to the panel and is occupied partially or to the maximum.

Supported channels: All Supported projects: No project filter (all) or a single project

MAX_OCCUPATION_DURATION

Period during which an agent is connected to the panel and is occupied to maximum capacity.

Supported channels: All Supported projects: No project filter (all) or a single project

MAX_OCCUPATION_RATE

Part of production time during which an agent is connected to the panel and is occupied to a maximum.

Supported channels: All Supported projects: No project filter (all) or a single project

NON_OCCUPATION_DURATION

Period of time during which an agent is connected to the panel and is simultaneously available and not busy.

Supported channels: All Supported projects: No project filter (all) or a single project

NON_OCCUPATION_RATE

Part of production time during which an agent is connected to the panel and is simultaneously available and not busy.

Supported channels: All Supported projects: No project filter (all) or a single project

NON_PRODUCTION_DURATION

Period during which an agent is connected to the panel, unavailable and yet not busy.

Supported channels: All Supported projects: No project filter (all) or a single project

NON_PRODUCTION_RATE

Proportion of connection time during which an agent is connected to the panel, unavailable and yet not busy.

Supported channels: All Supported projects: No project filter (all) or a single project

OCCUPATION_DURATION

Period during which an agent is connected to the panel, unavailable and yet not busy.

Supported channels: All Supported projects: No project filter (all) or a single project

OCCUPATION_RATE

Part of production time during which an agent is connected to the panel and is partially busy.

Supported channels: All Supported projects: No project filter (all) or a single project

PRESENCE_DURATION

Total period during which the agents were connected to the desk.

Supported channels: All Supported projects: No project filter (all), a single project or multiple projects

PRODUCTION_DURATION

Period during which an agent is connected to the panel and is available or busy.

Supported channels: All Supported projects: No project filter (all) or a single project

PRODUCTION_RATE

Proportion of connection time during which an agent is connected to the panel, available or busy.

Supported channels: All Supported projects: No project filter (all) or a single project

TRANSACTION_AFTER_CONTACT_AMOUNT_PER_HOUR

Average turnover generated by an agent after a contact on an hourly basis

Supported channels: All Supported projects: No project filter (all) or a single project