Interaction Segment Summary By Agent

The Interaction Segment Summary by Agent report provides transfer, add participant, and segment data for each agent. 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

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This table describes each column in the Interaction Segment Summary by Agent report:

Name	Type	Description
Tenant Name	Attribute	The name of the tenant that the agent was logged in to.
Agent Name	Attribute	The agent's first name and last name.
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).
Initiated 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).
Completed Add Participants	Measure	The number of add participant actions initiated that completed successfully for the given date range. Add participant actions are successful when the work offer is accepted by an agent. Initiated add participant actions where the work is rejected or cancelled aren’t included in this statistic.
Not Completed Add Participant	Measure	The number of Add Participant actions initiated that didn't complete successfully - for example, the work offer was canceled before an agent could accept the work, or no agents accepted the work.
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.
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.
Initiated 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.
Completed Transfers	Measure	The number of transfers initiated that were accepted by an agent for the given date range.
Not Completed Transfers	Measure	The number of transfers initiated but not accepted by an agent for the given date range.
Total 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	Measure	The number of interactions where a third party is added as a participant or is transferred the interaction.
Third Party Time	Expression	The length of time that a customer spends in conversation with a third party.

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