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Agent Data
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Last updated: 2025-01-15 11:49:51
Agent Data
Last updated: 2025-01-15 11:49:51
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Tencent Cloud Contact Center (TCCC) dashboard provides comprehensive, real-time call data to optimize customer service and improve efficiency. It includes two sections：
Agent Data Dashboard includes data monitoring and data details:
Data Monitoring: Displays detailed call status data and allows real-time call monitoring, helping managers understand the operational status quickly.
Data Details: Offers insights into operators' performance and satisfaction results for better management.

I. Data Monitoring

1.Real-Time Data

This module enables admin to quickly gain an overview of the current agent login status. It helps identify idle or overworked agents in a timely manner, allowing for optimized task allocation and improved staff efficiency.

The detailed data metrics are as follows:
Data Metrics
Explanation
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 Busy Agents
Number of agents in busy state at present.
Number of Unavailable Agents
Number of agents in unavailable state at present.
Number of Agents on Break
Number of agents on break state at present.
Number of Agents in After-call Work
Number of agents in after-call work state at present.

II. Data Details

This module displays call detail data by skill group and agent, allowing admins to grasp agent status in real time. Additionally, admins can join calls for monitoring.

1.Group Data

This module offers admin valuable insights to evaluate group performance, make data-driven resource allocation decisions, streamline workflows, and boost agent productivity. It provides detailed information on skill groups, agent status, and call metrics, with the ability to filter data by time range or skill group.

The data are as follows:
Type
Data Metrics
Explanation
Time
Time
Display date dimension, such as "2024-10-07".
Skill group information
Group Name
Skill group name set by the administrator.
Group ID
System-assigned ID corresponding to the skill group.
Total Number of Agents
Number of all agents under the group.
Different states
Agent information
Number of Busy Agents
Number of agents in busy state in this skill group at the current time (real-time data).
Number of Idle Agents
Number of agents in idle state in this skill group at the current time (real-time data).
Number of Unavailable Agents
Number of agents in unavailable state in this skill group at the current time (real-time data).
Number of Agents on Break
Number of agents in break state in this skill 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 skill group at the current time (real-time data).
Inbound
Inbound Call Transfer Count
Number of inbound calls transferred to this skill group from all IVR modules to agents.
Number of Inbound Calls Answered
Number of inbound calls transferred to this skill group with a duration greater than 0 for all calls.
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 skill 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
The number of calls successfully answered within 20 seconds (inclusive) from the start of ringing.
20-Second Answer Rate
Calls Answered Within 20 Seconds / Total Ringing Inbound Calls.
Total Inbound Queue Time
The total time of all calls transferred to agents while queuing.
Average Inbound Queue Time
Total inbound queue duration / the number of inbound calls transferred to an agent that experienced queueing.
Total Inbound Ringing Duration
Total sum of ringing durations for all inbound calls within selected range (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 Call Duration for Inbound Calls
Total call duration of all inbound
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 transferred to this group that triggered a voice satisfaction survey
Inbound Satisfaction Response Count
Total number of inbound calls transferred to this group where users responsed satisfaction survey.
Inbound Satisfaction Response Rate
Ratio of user key responses to total inbound calls.
Total Inbound Satisfaction Score
Total response score from satisfaction survey for all inbound calls handled by this group.
Average Inbound Satisfaction Score
Total inbound satisfaction score / Total number inbound user responses.
Outbound
Outbound Call Count
Total number of outbound calls for this skill group.
Outbound Connection Count
Number of outbound calls for this skill group with a duration greater than 0.
Outbound Connection Rate
Number of outbound calls answered / Number of outbound calls.
Outbound Call Loss Count
Number of outbound calls for this skill group with a duration of 0.
Outbound Call Loss Rate
Outbound Call Abandon Rate = 1 - Outbound Call Answer 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 transferred to this group that triggered a voice satisfaction survey
Outbound Satisfaction Response Count
Total number of outbound calls transferred to this group where users responsed satisfaction survey.
Outbound Satisfaction Response Rate
Number of key responses for outbound satisfaction evaluation / Number of outbound calls answered.
Total Outbound Satisfaction Score
Total response score from satisfaction survey for all outbound calls handled by this group.
Average Outbound Satisfaction Score
Total outbound satisfaction score / Total outbound user responses.

2.Agent Data

This feature provides managers with detailed information on agent work status, helping to assess agent efficiency, promptly identify potential issues, and optimize resource allocation to enhance productivity. It includes agent statuses, call data, and supports filtering by agent and time.

The data are as follows:
Type
Data Metrics
Explanation
Time
Time
Display date dimension, such as "2024-10-07".
Agent information
Agent Name
Agent's name set by the admin.
Agent ID
Agent ID set by the admin.
Agent Status
Current agent status in real-time
Agent Email
Agent email address set by the admin.
Agent Type
Agent type 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.
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 Busy Duration
Total duration the agent is in busy state.
Total On Break Duration
Total duration the agent is in break status.
Total Unavailable 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 entering IVR and transferred to this agent.
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 inbound calls transferred to this agent's manual service and successfully connected within 20 seconds (including 20 seconds) from the start of ringing.
20-Second Answer Rate
Number of calls answered within 20 seconds / 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 Call Duration for Inbound Calls
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.
Number of outbound calls with duration over 20 seconds
Total call duration of all outbound calls for this agent exceeding 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
Outbound Call Abandon Rate = 1 - Outbound Call Answer 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 exceeding 20 seconds.
Total call duration of all outbound calls for this agent exceeding 20 seconds

In Call Monitoring

This module helps admin monitor calls in real-time, quickly spot issues, ensure service quality, and make sure customer inquiries are properly handled. It also helps evaluate and manage agent performance.


Data Details

Agent Status

This module displays agent status history using bar charts in different colors to represent various states (e.g., idle, busy) over time. The data provides administrators with a clear view of agent activity, helping to assess work efficiency, allocate tasks effectively, and identify service issues for timely optimization.


Agent Satisfaction

This area is for the satisfaction evaluation statistics feature, displaying satisfaction evaluation data of customer service personnel. It helps managers understand the service quality of customer service personnel, identify issues in the service through satisfaction data analysis, and improve service processes accordingly to enhance customer experience and overall service quality.

The data are as follows:
Type
Data Metrics
Explanation
Agent information
Agent Name
Agent's name set by the admin.
Skill Group
The name of the skill group to which the agent belongs.
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 inbound calls.
Total Outbound Satisfaction Score
Total response score from satisfaction survey for all inbound calls handled by this agent.
Average Outbound Satisfaction Score
Total inbound satisfaction score / Total number inbound 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.
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