Interaction Segment Summary By Agent
ent Summary by Agent to Agent report provides data for agents and each agent that they add to a conversation through a transfer or add participant action. You can use this report to identify trends such as agents who frequently add the same agents as participants to their interactions. By default, this report is sorted alphabetically by tenant name and agent name.
What's an interaction segment?
Interaction segments are legs of the interaction that are associated with a single agent. For example, if an agent transfers an interaction, a new segment is created.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Interaction Segment Summary By Agent report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Interaction Segment Summary By Agent data set.
- Click Ok and the table will load displaying the report data.
Sample Report
|
|
Click image to enlarge |
This table describes each column in the Interaction Segment Summary by Agent to Agent report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Agent Name | Attribute |
The name of the agent who initiated the transfer or add participant action. |
| To Agent | Attribute |
The name of the agent receiving the transfer or being added as a participant. A name isn't listed if:
|
| Third Party | Measure |
The number of interactions where a third party is added as a participant or is transferred the interaction. |
| Extension Type | Attribute |
The type of extension - for example, SIP or PSTN. |
| Extension Value | Attribute |
The value of the third party's extension - for example, the PSTN phone number or SIP endpoint. |
| Segment Time | Measure |
The length of time from when the segment started to when it ended. This statistic is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Add Participants | Measure |
The total Add Participant actions initiated for a given date range. This includes participants added successfully (for example, conferenced or handed over) and unsuccessfully (for example, canceled or rejected add participants). |
| Add Participant Time | Measure |
The amount of time from when the Add Participant action was initiated to when an agent accepts the work, rejects the work, or the Add Participant is canceled by the initial agent. This statistic includes Add Participant actions that complete successfully and those that don't complete successfully. |
| Handed Off | Measure |
The total number of times an interaction was handed over to another agent. A hand off occurs when an agent adds another agent or queue as a participant to an interaction. To count as being handed off, the first agent must leave the interaction before the agent who was added as a participant for it. |
| Consult Time | Measure | The amount of time that the customer was on hold when two or more agents in the interaction were in conversation with each other. |
| Transfers | Measure | The total number of transfers that were initiated during the given date range. This statistic includes transfers that completed successfully as well as those that didn't complete. If more than one transfer is initiated in an interaction, each transfer is counted. |
| Transfer Time | Measure | The length of time an interaction spends being transferred before the transfer ends. This statistic includes transfers that successfully complete and those that don't successfully complete. |
| Third Party Time | Measure |
The length of time that a customer spends in conversation with a third party. |
