Data Overview
Last updated: 2025-03-03 16:49:39
Tencent Cloud Contact Center (TCCC) provides comprehensive data, including agent and call statistics. It covers overall metrics and detailed insights by agent and skill group, helping management understand and optimize operations.
Agent Data
1.Agent Status in Real-Time
Real-time agent status includes following
Data Metrics | Description |
Number of Logged-in Agents | Number of agents logged in and online at present. |
Number of Idle Agents | Number of agents in idle state at present. |
Number of In Call Agents | Number of agents on call; status automatically changes to 'In Call' to block new inbound assignments. |
Number of Busy Agents | Number of agents in busy state at present. |
Number of Agents On-Break | Number of agents on break state at present. |
Number of Agents in ACW | Number of agents in after-call work state at present. |
2.Group Data
The following data is presented in a grouped format, aggregating the data of all agents within the group.
Type | Data Metrics | Description |
Date | Date | Display by date, such as "2024-10-07". |
Group Information | Group name | Group name set by the administrator. |
| Group ID | System-assigned ID corresponding to the group. |
| Total number of agents | Number of all agents under the group. |
Different States Agent Information | Number of In-Call Agents | Number of agents in In-Call state in this group at the current time (real-time data). |
| Number of Idle Agents | Number of agents in idle state in this group at the current time (real-time data). |
| Number of Busy Agents | Number of agents in busy state in this group at the current time (real-time data). |
| Number of Agents on Break | Number of agents in break state in this group at the current time (real-time data). |
| Number of Agents in After-call Work | Number of agents in after-call work state in this group at the current time (real-time data). |
Inbound | Inbound Call Transfer Count | Number of inbound calls transferred to this group from all IVR modules to agents. |
| Number of Inbound Calls Answered | Number of inbound calls transferred to this group with a duration greater than 0 for all calls. |
| Inbound Call Answer Rate | Number of inbound calls answered / Inbound Calls Transferred to Live Agent. |
| Inbound Call Loss Count | Number of calls transferred to this group but not connected, i.e., calls transferred to this skill group via the IVR transfer to agent node with a duration of 0. |
| Inbound Call Loss Rate | Inbound Call Abandon Rate = 1 - Inbound Call Answer Rate. |
| 20-Seconds Answer Count | Number of calls successfully connected within 20 seconds (inclusive) from the start of ringing after being transferred to the group. |
| 20-Second Answer Rate | Calls answered within 20 seconds / Inbound calls transferred to this group with ringing. |
| Total Inbound Queue Time | The total time of all calls transferred to agents while queuing. |
| Average Inbound Queue Time | Total inbound queue time / Calls transferred to this skill group that entered the queue. |
| Total Inbound Ringing Duration | The total sum of ringing durations for all inbound calls (Ringing Duration = Connection Time - Ringing Start Time). |
| Average Ring Time for Inbound Calls | Total Ring Time for inbound Calls / Number of Inbound Calls That Rang |
| Total Inbound Call Duration | The total duration of all inbound calls within the selected time range. |
| Average Call Duration for Inbound Calls | Total Call Duration for inbound Calls / Number of Connected inbound Calls |
| Inbound Satisfaction Survey Trigger Count | Number of inbound calls that triggered a voice (satisfaction) survey. |
| Inbound Satisfaction Response Count | Total number of user responses to the satisfaction survey during inbound calls assigned to this skill group |
| Inbound Satisfaction Response Rate | Ratio of user responses to total inbound calls. |
| Total Inbound Satisfaction Score | Sum of inbound satisfaction scores from users who responded in the survey. |
| Average Inbound Satisfaction Score | Total inbound satisfaction score / Total inbound satisfaction responses. |
Outbound | Outbound Call Count | Total number of outbound calls for this skill group. |
| Outbound Connection Count | The total number of outbound calls with a call duration greater than 0. |
| Outbound Connection Rate | Number of outbound calls answered / Number of outbound calls. |
| Outbound Call Loss Count | The total number of outbound calls with a call duration of 0. |
| Outbound Call Loss Rate | The outbound call loss rate = 1 - outbound call connection rate. |
| Total Outbound Ringing Duration | The total sum of ringing durations for all outbound calls (Ringing Duration = Connection Time - Ringing Start Time). |
| Average Outbound Ringing Duration | Total outbound ringing duration / the number of outbound calls that generated ringing. |
| Total Duration of Outbound Calls | Total call duration of all outbound calls for this skill group. |
| Average Duration of Outbound Calls | Total duration of outbound calls / Number of outbound calls answered. |
| Outbound Satisfaction Survey Trigger Count | Number of outbound calls that triggered a voice (satisfaction) survey. |
| Outbound Satisfaction Response Count | Total number of user responses to the satisfaction survey during outbound calls assigned to this skill group |
| Outbound Satisfaction Response Rate | Ratio of user responses to total outbound calls. |
| Total Outbound Satisfaction Score | Sum of outbound satisfaction scores from users who responded in the survey. |
| Average Outbound Satisfaction Score | Total outbound satisfaction score / Total outbound satisfaction responses. |
3.Agent Data
Detailed data of agent dimension supports displaying related data of agent dimension by different time ranges and agents, including the following data:
Type | Data Metrics | Description |
Date | Date | Display by date, such as "2024-10-07". |
Agent Information | Agent Name | Agent's name set by the admin. |
| Agent ID | Agent ID set by the admin. |
| Current agent status | Status of the agent at the current time (real-time data). |
| Agent's email | Agent's email set by the administrator. |
| Agent type | Agent type set by the administrator. |
| Skill group to which the agent belongs | Skill groups to which the agent belongs set by the administrator, displayed separated by commas if multiple. |
Status Duration | Total Online Duration | Total duration the agent is in online state. |
| Total Idle Duration | Total duration the agent is in idle state. |
| Total In-Call Duration | Total duration the agent is in in-call state. |
| Total On Break Duration | Total duration the agent is in break status. |
| Total Busy Duration | Total duration the agent is in unavailable state. |
| Total After-Call Work Duration | Total duration the agent is in after-call-work state. |
Inbound | Inbound Call Transfer Count | Number of inbound calls transferred to this agent from all IVR modules. |
| Number of Inbound Calls Answered | Number of inbound calls transferred to this agent with a duration greater than 0. |
| Inbound Call Answer Rate | Number of inbound calls answered / Inbound Calls Transferred to Human Agent. |
| Inbound Call Loss Count | Number of calls transferred to this agent but not connected, i.e., calls transferred to this agent via the IVR transfer node with a duration of 0. |
| Inbound Call Loss Rate | Inbound Call Abandon Rate = 1 - Inbound Call Answer Rate. |
| 20-Seconds Answer Count | Number of calls successfully connected within 20 seconds (inclusive) from the start of ringing after being transferred to the agent. |
| 20-Second Answer Rate | Number of calls connected within 20 seconds from the start of ringing / Total number of inbound calls transferred to this agent and ringing. |
| Total Inbound Queue Time | Total queue duration of all inbound calls transferred to this agent. |
| Average Inbound Queue Time | Total queue duration of inbound calls / Total number of inbound calls transferred to this agent and queued. |
| Total Inbound Ringing Duration | Total ringing duration of all inbound calls transferred to this agent (Ringing duration = Connection time - Ringing start time). |
| Average Ring Time for Inbound Calls | Total ringing duration of inbound calls / Total number of inbound calls transferred to this agent and ringing. |
| Total Inbound Call Duration | Total call duration of all inbound calls to this agent. |
| Average Call Duration for Inbound Calls | Total Call Duration for inbound Calls / Number of Connected inbound Calls |
Outbound | Outbound Call Count | Total number of outbound calls for this agent. |
| Outbound Connection Count | Number of outbound calls for this agent with a duration greater than 0. |
| Outbound Connection over 20 Seconds | Total call duration of all outbound calls for this agent over 20 seconds |
| Outbound Connection Rate | Number of outbound calls answered / Number of outbound calls. |
| Outbound Call Loss Count | Number of outbound calls for this agent with a duration of 0 |
| Outbound Call Loss Rate | The outbound call loss rate = 1 - outbound call connection rate. |
| Total Outbound Ringing Duration | Total ringing duration of all outbound calls for this agent (Ringing duration = Connection time - Ringing start time) |
| Average Outbound Ringing Duration | Total ringing duration of outbound calls / Total number of outbound calls for this agent and ringing |
| Total Duration of Outbound Calls | Total call duration of all outbound calls of this agent. |
| Average Duration of Outbound Calls | Total duration of outbound calls / Number of outbound calls answered. |
| Total Duration of Outbound Calls over 20 Seconds | Total call duration of all outbound calls for this agent over 20 seconds |
Description of agent satisfaction evaluation data is as follows:
Type | Data Metrics | Description |
Agent Information | Agent Name | Agent's name set by the admin. |
| Group | The agent group is set by the admin. If an agent is assigned to multiple groups, the groups will be displayed separated by commas. |
| Agent ID | Agent ID set by the admin. |
Inbound | Number of Inbound Calls Answered | Number of inbound calls within the filter range transferred to this agent with a duration greater than 0. |
| Inbound Satisfaction Survey Trigger Count | Number of inbound calls transferred to this agent that triggered a voice satisfaction survey |
| Inbound Satisfaction Response Count | Total number of inbound calls transferred to this agent where users responsed satisfaction survey. |
| Inbound Satisfaction Response Rate | Ratio of user responses to total inbound calls. |
| Total Inbound Satisfaction Score | Total response score from satisfaction survey for all inbound calls handled by this agent |
| Average Inbound Satisfaction Score | Total inbound satisfaction score / Total number inbound user responses. |
Outbound | Outbound Connection Count | Number of outbound calls for this agent within the filter range with a duration greater than 0. |
| Outbound Satisfaction Survey Trigger Count | Number of outbound calls transferred to this agent that triggered a voice satisfaction survey |
| Outbound Satisfaction Response Count | Total number of outbound calls transferred to this agent where users responsed satisfaction survey. |
| Outbound Satisfaction Response Rate | Ratio of user responses to total outbound calls. |
| Total Outbound Satisfaction Score | Total response score from satisfaction survey for all outbound calls handled by this agent |
| Average Outbound Satisfaction Score | Total outbound satisfaction score / Total outbound user responses. |
Response Key | Key X_Survey Content | Survey content for response key "X" within the filter range, where "X" is the actual key pressed by the user, such as 1, 2, 3, etc. |
| Key X_Survey Count | Number of times response key "X" was pressed within the filter range, where "X" is the actual key pressed by the user, such as 1, 2, 3, etc. |
| Key X_Survey Trigger Rate | Key X_Survey Count / Key X_Survey Response Count. |
II. Call Data
1.Call Data in Real-Time
1.Call Data in Real-Time
This refers to the call-related indicators in real-time, including the following:
Data Metrics | Description |
Current Inbound Call Count | Number of inbound calls in IVR process at present |
Current Queued Call Count | Number of inbound calls currently queued for agents. |
Current Average Queue Time | Total queue time for inbound calls currently queued for agents / current queued call count. |
Current Ringing Call Call | Number of calls currently ringing. |
In-Call Count (Inbound) | Number of inbound calls currently handled by agents (user answers). |
In-Call Count (Outbound) | Number of outbound calls currently handled by agents (user answers). |
2.Call Data Indicators
2.Call Data Indicators
Call Indicators can be searched by date range, number, skill group, and agent, including the following:
Type | Data Metrics | Description |
Inbound | Inbound Call Count | In the selected range, total inbound calls that enter the IVR process. |
| Inbound Call Transfer Count | Number of calls transferred to agents within IVR process in the selected range |
| Inbound Call Transfer Rate | In the selected range, Inbound Calls has Transferred to Agent / Total Inbound Calls |
| Number of Inbound Calls Answered | Number of inbound calls with a duration greater than 0 within the selected range |
| Inbound Call Answer Rate | Number of inbound calls answered/Number of inbound calls within the selected range |
| 20-Seconds Answer Count | Number of calls successfully answered within 20 seconds (inclusive) from start of ringing. |
| 20-Second Answer Rate | Calls Answered Within 20 Seconds / Total Ringing Inbound Calls. |
| Inbound Call Loss Count | Number of calls transferred to an agent but not connected, i.e., calls that entered IVR agent transfer node but were not successfully answered. |
| Inbound Call Loss Rate | Number of inbound call loss within the selected range/Number of inbound calls transferred to an agent |
| Inbound IVR Abandonment | Number of inbound calls abandoned during IVR stage without being transferred to an agent. |
| Total Inbound Queue Time | Total queue duration of all inbound calls transferred to agents within the selected range. |
| Average Inbound Queue Time | Total inbound queue time / Inbound calls transferred to an agent that entered the queue. |
| Total Inbound Ringing Duration | Total inbound ring duration within the selected range (ring duration = answer time - ring start time). |
| Average Ring Time for Inbound Calls | Total ring duration of inbound calls within the selected range/Number of inbound calls that rang |
| Total Inbound Call Duration | Total duration of all inbound calls within the selected range |
| Average Call Duration for Inbound Calls | Total duration of inbound calls within the selected range/Number of inbound calls answered |
| Inbound Satisfaction Survey Trigger Count | Number of inbound calls that triggered a voice (satisfaction) survey. |
| Inbound Satisfaction Response Count | Total number of user responses to the satisfaction survey during inbound calls. |
| Inbound Satisfaction Response Rate | Ratio of user responses to total inbound calls. |
| Total Inbound Satisfaction Score | Sum of inbound satisfaction scores from users who responded in the survey. |
| Average Satisfaction Score for Inbound Calls | Total Inbound Satisfaction Score / Total Inbound Satisfaction Responses. |
Outbound | Outbound Call Count | Number of all outbound calls within the selected range. |
| Outbound Connection Count | Number of outbound calls with a duration greater than 0 within the selected range. |
| Outbound Connection Rate | Outbound Connection Count / Outbound Call Count. |
| Outbound Call Loss Count | Number of outbound calls with a call duration of 0 |
| Outbound Call Loss Rate | Unanswered Outbound Calls / Outbound Call Volume. |
| Total Outbound Ringing Duration | Total outbound ring duration within the selected range (ring duration = answer time - ring start time). |
| Average Outbound Ringing Duration | Total outbound ring duration within the selected range/Number of outbound calls that rang. |
| Total Duration of Outbound Calls | Total duration of all outbound calls within the selected range. |
| Average Duration of Outbound Calls | Total duration of outbound calls within the selected range/Number of outbound calls answered. |
| Outbound Satisfaction Survey Trigger Count | Number of outbound calls that triggered a voice (satisfaction) survey. |
| Outbound Satisfaction Response Count | Total number of user responses to the satisfaction survey during outbound calls. |
| Outbound Satisfaction Response Rate | Ratio of user responses to total outbound calls. |
| Total Outbound Satisfaction Score | Sum of outbound satisfaction scores from users who responded in the survey. |
| Average Outbound Satisfaction Score | Total outbound satisfaction score / Total outbound satisfaction responses. |
3.Number Health Data
3.Number Health Data
Number and Call Indicators support search by date range and number
Type | Data Metrics | Description |
Inbound | Inbound Call Count | Number of all inbound calls to the number within the selected range. |
| Number of Inbound Calls Answered | Number of inbound calls to the number with a duration greater than 0. |
| Inbound Call Answer Rate | Number of inbound calls answered/Number of inbound calls within the selected range |
| Inbound Call Loss Count | Number of unanswered inbound calls to the number within the selected range. |
| Inbound Call Loss Rate | Unanswered Inbound Calls / Number of Inbound Calls Transferred to Agents |
Outbound | Outbound Call Count | Number of outbound calls from the number within the selected range. |
| Outbound Connection Count | Number of outbound calls with a duration greater than 0 for number |
| Outbound Connection Rate | Outbound connection count / outbound call count. |
| Outbound Call Loss Count (non-telephone line reason) | Number of outbound calls not connected due to non-telephone line reasons for number. |
| Outbound Call Abandon Rate (non-line reasons) | Outbound call loss count (non-telephone line reason) / outbound call count. |
| Outbound Call Loss Count (telephone line reason) | Number of outbound calls not connected due to telephone line reasons for number. |
| Outbound Call Loss Rate (telephone line reason) | Outbound call loss count (telephone line reason) / outbound call count. |
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