The Agent Statistic options are available for Agent based UCCX analytical reports. These options are accessed by navigating to the Agent Statistics section when creating or editing Agent statistic content in a UCCX agent report.
The agent statistics options are divided into two groups, State Statistics and Call Statistics. Each group of options will have a table below.
State Statistics – These fields contain statistics regarding the agent’s state changes. The first column in each rowof the report will contain the agent’s name.
| Field Name | Description |
| Agent Extension | The IPCC extension belonging to the agent. |
| Agent Login Id | The agent’s login Id. |
| Logged In Time | The agent’s total logged in time. |
| Not Ready Average | The average time an agent spends in the Not Ready state when they go not ready. |
| Not Ready Average for … | The average time an agent spends in the Not Ready state for each Not Ready Reason Code. The list of available reason codes will be different from system to system as custom not ready reason codes can be created in Finesse. |
| Not Ready Count | The number of times an agent went into the Not Ready state. |
| Not Ready Count for … | The number of times an agent went into the not ready state for each Not Ready Reason Code. The list of available reason codes will be different from system to system as custom not ready reason codes can be created in Finesse. |
| Not Ready Percent | The percent of an agent’s logged in time spent in the Not Ready state. |
| Not Ready Time | The sum total of an agent’s Not Ready Time. |
| Not Ready Time for … | The sum total of an agent’s Not Ready Time for each Not Ready Reason Code. The list of available reason codes will be different from system to system as custom not ready reason codes can be created in Finesse. |
| Ready Count | The number of times an agent entered the Ready state. |
| Ready Percent | The percent of an agent’s time spent in the Ready state. |
| Ready Time | The sum total of an agent’s Ready time. |
| Reserved Count | The number of times an agent entered the Reserved state. |
| Reserved Percent | The percent of an agent’s time spent in the Reserved state. |
| Reserved Time | The sum total of an agent’s Reserved time. |
| Talking Count | The number of times an agent entered the Talking state. |
| Talking Percent | The percent of an agent’s time spent in the Talking state. |
| Talking Time | The sum total of an agent’s Talking time. |
| Working Count | The number of times an agent entered the Working state. |
| Working Percent | The percent of an agent’s time spent in the Working state. |
| Working Time | The sum total of an agent’s Working time. |
Call Statistics – These fields contain statistics regarding the agent’s call history. The first column in each row of the report will contain the agent’s name.
| Field Name | Description |
| Conference Count | The total number of conference call records, both queued and non-queued. |
| Conference ICD Count | The total number of conference call records that came through a CSQ. |
| Conference-Non-ICD Count | The total number of conference call records that did not come through a CSQ. |
| Conference Non-ICD IPCC Count | The total number of conference call records that did not come through a CSQ and were presented to a IPCC extension. |
| Conference Non-ICD Non-IPCC Count | The total number of conference call records that did not come through a CSQ and were presented to a non-IPCC extension. |
| Flowout Count | The total number of flowout calls, both queued and non-queued. A flowout call occurs when the applicaton sends the call to another application or external destination. |
| Flowout ICD Count | The total number of flowout calls that came through a CSQ. |
| Flowout Non-ICD Count | The total number of flowout calls that did not come through a CSQ. |
| Flowout Non-ICD IPCC Count | The total number of flowout calls that did not come through a CSQ and were presented to an IPCC extension. |
| Flowout Non-ICD Non-IPCC Count | The total number of flowout calls that did not come through a CSQ and were presenetd to a non-IPCC extension. |
| Inbound Abandoned Average Talk Time | The average talk time for abandoned inbound calls (should be zero). |
| Inbound Abandoned Count | The total number of abandoned calls that were presented to the agent. |
| Inbound Abandoned Max Talk Time | The largest talk time value from an inbound abandoned call record associated to the agent. |
| Inbound Abandoned Total Talk Time | The total talk time for all inbound abandoned calls. |
| Inbound Average Talk Time | The average talk time for all inbound calls (queued and not queued). |
| Inbound Count | The total number of inbound calls (queued and not queued). |
| Inbound Handled Average Talk Time | The total average talk time for all handled inbound calls (queued and not queued). |
| Inbound Handled Count | The total number of handled calls. This value includes ICD (queued) and non-ICD (non-queued) calls. |
| Inbound Handled Max Talk Time | The highest talk time value for the handled ICD (queued) and non-ICD (non-queued) calls. |
| Inbound Handled Total Talk Time | The total handle time (talk + hold + work) for the handled ICD (queued) and non-ICD (non-queued) calls. |
| Inbound ICD Abandoned Average Hold Time | The average hold time of the abandoned ICD (queued) calls. This value will likely be zero. |
| Inbound ICD Abandoned Average Ring Time | The average ring time of the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Average Talk Time | The average talk time of the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Average Work Time | The average work time of the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Count | The total number of inbound ICD (queued) calls presented to the agent and ended up abandoned by the caller. |
| Inbound ICD Abandoned Max Hold Time | The highest hold time value for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Max Ring Time | The highest ring time value for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Max Talk Time | The highest talk time value for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Max Work Time | The highest work time value for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Total Hold Time | The total hold time for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Total Ring Time | The total ring time for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Total Talk Time | The total talk time for the abandoned ICD (queued) calls. |
| Inbound ICD Abandoned Total Work Time | The total work time for the abandoned ICD (queued) calls. |
| Inbound ICD Average Handle Time | The average handle time (talk + hold + work) for handled ICD (queued) calls. |
| Inbound ICD Average Hold Time | The average hold time for handled and non-handled ICD (queued) calls. |
| Inbound ICD Average Ring Time | The average ring time for handled and non-handled ICD (queued) calls. |
| Inbound ICD Average Talk Time | The average talk time for handled and non-handled ICD (queued) calls. |
| Inbound ICD Average Work Time | The average work time for handled and non-handled ICD (queued) calls. |
| Inbound ICD Count | The total number of handled and non-handled ICD (queued) calls. |
| Inbound ICD Handled Average Hold Time | The average hold time for handled ICD (queued) calls. |
| Inbound ICD Handled Average Ring Time | The average ring time for handled ICD (queued) calls. |
| Inbound ICD Handled Average Talk Time | The average talk time for handled ICD (queued) calls. |
| Inbound ICD Handled Average Work Time | The average work time for handled ICD (queued) calls. |
| Inbound ICD Handled Count | The total number of inbound ICD (queued) calls handled by the agent. |
| Inbound ICD Handled Max Hold Time | The largest hold time value from a handled ICD (queued) call record. |
| Inbound ICD Handled Max Ring Time | The largest ring time value from a handled ICD (queued) call record. |
| Inbound ICD Handled Max Talk Time | The largest talk time value from a handled ICD (queued) call record. |
| Inbound ICD Handled Max Work Time | The largest work time value from a handled ICD (queued) call record. |
| Inbound ICD Handled Total Hold Time | The sum of the hold time for the agent’s handled ICD (queued) calls. |
| Inbound ICD Handled Total Ring Time | The sum of the ring time for the agent’s handled ICD (queued) calls. |
| Inbound ICD Handled Total Talk Time | The sum of the talk time for the agent’s handled ICD (queued) calls. |
| Inbound ICD Handled Total Work Time | The sum of the work time for the agent’s handled ICD (queued) calls. |
| Inbound ICD Max Handle Time | The highest handle time (talk + hold + work) value for the handled and non-handled ICD (queued) calls. |
| Inbound ICD Max Hold Time | The highest hold time value for the handled and non-handled ICD (queued) calls. |
| Inbound ICD Max Ring Time | The highest ring time value for the handled and non-handled ICD (queued) calls. |
| Inbound ICD Max Talk Time | The highest talk time value for the handled and non-handled ICD (queued) calls. |
| Inbound ICD Max Work Time | The highest work time value for the handled and non-handled ICD (queued) calls. |
| Inbound ICD RNA Count | The total number of ICD (queued) calls where the disposition = handled and talk time = 00:00:00. |
| Inbound ICD Total Handle Time | The sum of the handled time (talk + hold + work) for the agent’s handled and non-handled ICD (queued) calls. |
| Inbound ICD Total Hold Time | The sum of the hold time for the agent’s handled and non-handled ICD (queued) calls. |
| Inbound ICD Total Ring Time | The sum of the ring time for the agent’s handled and non-handled ICD (queued) calls. |
| Inbound ICD Total Talk Time | The sum of the talk time for the agent’s handled and non-handled ICD (queued) calls. |
| Inbound ICD Total Work Time | The sum of the work time for the agent’s handled and non-handled ICD (queued) calls. |
| Inbound Max Talk Time | The highest talk time value for the all of the agent’s inbound calls (queued and non-queued). |
| Inbound Non-ICD Abandoned Average Talk Time | The average talk time of all abandoned inbound non-queued calls. |
| Inbound Non-ICD Abandoned Count | The total number of inbound abandoned non-queued calls. |
| Inbound Non-ICD Abandoned Max Talk Time | The highest talk time value for the agent’s inbound abandoned non-queued calls. |
| Inbound Non-ICD Abandoned Total Talk Time | The total talk time for abandoned inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD Average Talk Time | The average talk time for inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD Count | The total number of inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD Handled Average Talk time | The average talk time for inbound handled non-ICD (non-queued) calls. |
| Inbound Non-ICD Handled Count | The total number of inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD Handled Max Talk Time | The highest talk time value for the inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD Handled Total Talk Time | The total talk time for all inbound non-ICD (non-queued) calls. |
| Inbound Non-ICD IPCC Abandoned Average Talk Time | The average talk time for the abandoned inbound non-ICD (non-queued) IPCC calls. |
| Inbound Non-ICD IPCC Abandoned Count | The total number of abandoned, inbound non-ICD calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Abandoned Max Talk Time | The highest talk time value for abandoned, inbound non-ICD (non-queued) calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Abandoned Total Talk Time | The total talk time for all abandoned, inbound non-ICD (non-queued) calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Average Talk Time | Average talk time for an agent’s inbound non-ICD (non-queued) calls to their IPCC extension. |
| Inbound Non-ICD IPCC Count | The total number of inbound non-ICD (non-queued) calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Handled Average Talk Time | The average talk time for all inbound non-ICD (non-queued) calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Handled Count | The total number of handled inbound non-ICD (non-queued) calls to an agent’s IPCC extension. |
| Inbound Non-ICD IPCC Handled Max Talk Time | The highest talk time value for an agent’s handled inbound non-ICD (non-queued) calls to their IPCC extension. |
| Inbound Non-ICD IPCC Handled Total Talk Time | The total talk time for the agent’s handled inbound non-ICD (non-queued) calls to their IPCC extension. |
| Inbound Non-ICD IPCC Max Talk Time | The highest talk time value for an agent’s inbound non-ICD (non-queued) calls to their IPCC extension. |
| Inbound Non-ICD IPCC Total Talk Time | The total talk time for the agent’s inbound non-ICD (non-queued) calls to their IPCC extension. |
| Inbound Non-ICD Total Talk Time | The total talk time for the agent’s inbound non-ICD (non-queued) calls. |
| Inbound Total Talk Time | An agent’s total talk time for all inbound calls. |
| Outbound Abandoned Average Talk Time | Average talk time for an agent’s outbound abandoned calls. |
| Outbound Abandoned Count | Total number of outbound abandoned calls. |
| Outbound Abandoned Max Talk Time | The highest talk time value for an agent’s outbound abandoned calls. |
| Outbound Abandoned Total Talk Time | The total talk time for the agent’s outbound abandoned calls. |
| Outbound Average Talk Time | Average talk time for an agent’s outbound calls. |
| Outbound Count | The agent’s total outbound call count. |
| Outbound Handled Average Talk Time | Average talk time for an agent’s outbound handled calls. |
| Outbound Handled Count | The agent’s total count of outbound handled calls. |
| Outbound Handled Max Talk Time | The highest talk time value for an agent’s outbound handled calls. |
| Outbound Handled Total Talk Time | Total talk time for an agent’s outbound handled calls. |
| Outbound IPCC Abandoned Average Talk Time | Average talk time for outbound abandoned calls placed from an agent’s IPCC extension. |
| Outbound IPCC Abandoned Count | The total number of outbound abandoned calls placed from an agent’s IPCC extension. |
| Outbound IPCC Abandoned Max Talk Time | The highest talk time value for the outbound abandoned calls from an agent’s IPCC extension. |
| Outbound IPCC Abandoned Total Talk Time | Total talk time for the outbound abandoned calls from an agent’s IPCC extension. |
| Outbound IPCC Average Talk Time | The average talk time for an agents calls placed from their IPCC extension. |
| Outbound IPCC Count | The total number of outbound calls placed from an agent’s IPCC extension. |
| Outbound IPCC Handled Average Talk Time | The average talk time for an agent’s outbound handled calls placed from their IPCC extension. |
| Outbound IPCC Handled Count | The total number of an agent’s outbound handled calls placed from their IPCC extension. |
| Outbound IPCC Handled Max Talk Time | The highest talk time value for the outbound handled calls placed from an agent’s IPCC extension. |
| Outbound IPCC Handled Total Talk Time | The total talk time for the outbound handled calls placed from an agent’s IPCC extension. |
| Outbound IPCC Max Talk Time | The highest talk time value for the outbound calls from the agent’s IPCC extension. |
| Outbound IPCC Total Talk Time | The total talk time for the outbound calls placed from the agent’s IPCC extension. |
| Outbound Max Talk Time | The highest talk time value for an agent’s outbound calls. |
| Outbound Non-IPCC Abandoned Average Talk Time | The average talk time for an agent’s outbound calls placed from their non-IPCC extension. |
| Outbound Non-IPCC Abandoned Count | The number of outbound abandoned calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Abandoned Max Talk Time | The highest talk time value for the outbound abandoned calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Abandoned Total Talk Time | The total talk time for the outbound abandoned calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Average Talk Time | The average talk time of the outbound calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Count | The total number of outbound calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Handled Average Talk Time | The average handled time for an agent’s outbound handled calls placed from their non-IPCC extension. |
| Outbound Non-IPCC Handled Count | The number of outbound handled calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Handled Max Talk Time | The highest talk time value for an agent’s handled outbound calls placed from their non-IPCC extension. |
| Outbound Non-IPCC Handled Total Talk Time | The total talk time for handled outbound calls placed from an agent’s non-IPCC extension. |
| Outbound Non-IPCC Max Talk Time | The highest talk time value for an agent’s outbound calls placed from their non-IPCC extension. |
| Outbound Non-IPCC Total Talk Time | Total talk time for all outbound calls placed from an agent’s non-IPCC extension. |
| Outbound Total Talk Time | The total talk time for all outbound calls placed by the agent. |
| Redirect In Count | The number of calls redirected to the agent. |
| Redirect In ICD Count | The number of queued calls redirected to the agent. |
| Redirect In Non-ICD Count | The number of non-queued calls redirected to the agent. |
| Redirect In Non-ICD IPCC Count | The number of non-queued calls redirected to the agent’s IPCC extension. |
| Redirect In Non-ICD Non-IPCC Count | The number of non-queued calls redirected to the agent’s non-IPCC extension. |
| Redirect Out Count | The total number of calls redirected out from an agent. |
| Redirect Out ICD Count | The total number of queued calls redirected out from an agent. |
| Redirect Out Non-ICD Count | The number of non-queued calls redirected out from an agent. |
| Redirect Out Non-ICD IPCC Count | The number of non-queued calls redirected out from an agent’s IPCC extension. |
| Redirect Out Non-ICD Non-IPCC Count | The number of non-queued calls redirected out from an agent’s non-IPCC extension |
| Transfer In Count | The total number of queued and non-queued calls transferred to an agent. |
| Transfer In ICD Count | The total number of queued calls transferred to an agent’s extension. |
| Transfer In Non-ICD Count | The total number of non-queued calls transferred to an agent. |
| Transfer In Non-ICD IPCC Count | The total number of non-queued calls transferred to an agent’s IPCC extension. |
| Transfer In Non-ICD Non-IPCC Count | The total number of non-queued calls transferred to an agent’s non-IPCC extension. |
| Transfer Out Count | The total number of queued and non-queued calls transferred by the agent. |
| Transfer Out ICD Count | The total number of queued calls transferred by the agent. |
| Transfer Out Non-ICD Count | The total number of non-queued calls transferred by the agent. |
| Transfer Out Non-ICD IPCC Count | The number of non-queued calls transferred from the agent’s IPCC extension. |
| Transfer Out Non-ICD Non-IPCC Count | The number of non-queued calls transferred from the agent’s non-IPCC extension. |
