Agent Report Statistics

You can insert the following statistics into agent report tables.

Table column	Description
% Current Load	((Current simultaneous calls) / (Max number of simultaneous calls allowed per agent)) x 100
Administrator	Whether the user is an administrator
Agent	Whether the user is an agent Note CCSP also supports ReadyReps and business users.
Agent State	Agent's current state
Average Talk Time	(Total talk time for all calls in a queue) / (Number of handled calls) where Number of handled calls = total of inbound, outbound, and agent to agent calls.
Block Codes	If agent is blocked from making outbound calls, the agent’s block codes separated by commas
Block International Calls	Whether the agent is blocked from making international calls
Block Local Calls	Whether the agent is blocked from making local calls
Block Long Distance	Whether the agent is blocked from making long distance calls
Call Direction	The direction of the call the agent is in: Outbound, Inbound, Agent to Agent, Bridge Call, Callback Request, or Callback Response. For multichat scenarios, Multiple appears in this column
Call Queue	Queue of the call that the agent is handling (also known as the current queue). For multichat scenarios, Multiple appears in this column
Call State	Call state of the call that the agent is handling. When the agent is handling multiple calls, the call states appear with the number of calls in that state, for example, Ringing:5,In Call:2,On Hold:1,In Wrap-up:3
Current Call	Type of call the agent is handling: Telephone, Internet, message call, or callback (also known as call type). For multichat scenarios, Multiple appears in this column
Current Simultaneous Calls	Number of simultaneous calls agents are handling
Description	Agent’s description
First Name	Agent's first name
Group	Name of agent's group
ID	Internal CCSP agent ID
Last Name	Agent's last name
Release Code	Agent's release code
Skills	Agent's skills
Supervisor	Whether the agent is a supervisor
Teams	Agent’s teams, separated by commas
Time In Agent State	Amount of time the agent has been in the current Agent state
Time In Call State	Amount of time the agent has been in the current Call State. When the agent is handling multiple calls, this column is empty Note Time In Call State works only for a single call, with the following limitations: When an agent reduces the number of calls to a single call, Time In Call State is reset and may be incorrect. When an agent transfers a call, Time In Call State for the second agent is reset after the first agent hangs up the call.
Time Logged In	Total time that the agent has been logged on
User Name	Agent’s logon name

You can insert the following statistics into agent report charts.

Chart counter	Chart type	Description
% Current Load	Trend	((Current simultaneous calls) / (Max number of simultaneous calls allowed per agent)) x 100
Agents	All	Number of agents
Available	All	Number of agents in the available state
Available In Call	All	Number of agents in the available in call state
Busy	All	Number of agents in the busy state
Current Simultaneous Calls	Trend	Number of simultaneous calls agents are handling
In Call	All	Number of agents in the in call state
In Wrap-up	All	Number of agents in call wrap-up
Not Logged In	All	Number of agents that belong to the contact center and are not logged on
On Hold	All	Number of agents in the on hold state
Released	All	Number of agents in the released state
Released In Call	All	Number of agents in the released in call state
Ringing	All	Number of agents in the ringing state

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