‎Voice Agent Assignment Performance

Voice Agent Assignment Performance

Updated

17 days ago

The Voice Agent Assignment Performance Records by Assignment Timestamp feature basically adds assignment-level detail to the Voice Agent Performance Report. Earlier, everything was rolled up into a single agent-level record, which made it hard to really understand what was happening at an individual assignment level.

With this, each time an agent is assigned to a call gets recorded as a separate entry. So metrics like Calls Offered, Ring Time, Talk Time, Hold Time, and Wrap Time are now calculated per assignment instead of being grouped at a conversation-agent level. This makes the data much clearer and gives a more accurate view of agent performance, especially when there are reassignments or transfers involved. This report is a part of the Agent Performance Report Group.

Below are some of the scenarios where this Report is beneficial:

Handling transfers and reassignments: Clearly breaks down how each agent handled their part of the call, giving full visibility into multi-agent interactions.
Agent performance evaluation: Enables more accurate assessment by measuring metrics per assignment instead of aggregated data, helping identify real performance gaps.
Improved reporting accuracy: Removes ambiguity from combined metrics and provides a clearer, more reliable view of how calls are actually handled.

Metric and Dimension

The following are the Metrics and Dimensions available under the Voice Agent Assignment Performance Report:

Metrics

Dimension

Metric Name	Description
Hold Count (Agent) (Unique)	Unique number of times a customer was put on hold by an agent during a call. If the same agent puts the customer on hold multiple times in one call, the count is shown as 1.
Handle Time (Agent)	Total handle time of the conversation, including talk time, hold time, preview time, wrap time, etc., based on configurations in the Service Settings screen.
ACW Time (Post Call)	Time spent filling After Call Work (ACW) after the call ends, before ACW times out. Time spent outside the ACW screen (e.g., switching tabs) is excluded.
Average Hold Time	Total hold time across calls divided by the number of connected calls.
Talk Time (Agent)	Total time the agent spent talking to customers across calls.
ACW Time (Agent)	Time spent by the agent completing ACW, based on values selected in the Service Settings screen.
ACW Time (During Call)	Time spent filling ACW during an active call, if configured.
ACW Time (Pending State)	Time spent on ACW after it has moved to a pending state post timeout.
Average Handle Time	Average of total handle time divided by the number of connected calls, based on Service Settings configuration.
Number of Scheduled Callbacks Connected (Agent)	Number of outbound scheduled callback calls where both agent and customer connected.
Number of Scheduled Callbacks Attempted (Agent)	Number of outbound scheduled callback calls attempted by the agent.
Number of Dialer Calls Connected (Agent)	Number of outbound dialer calls where both agent and customer connected.
Number of Dialer Calls Attempted (Agent)	Number of outbound dialer calls attempted by the agent.
Number of Manual Calls Attempted (Agent)	Number of outbound manual calls attempted by the agent.
Conference Time (Agent)	Total time spent by the agent and customer in conference calls, including external participants, excluding IVR conferences.
Conference Initiated Count	Number of times an agent initiated a conference, including external and IVR conferences.
Abandoned on Hold	Number of calls abandoned while the customer was on hold.
Number of Inbound Connected Calls	Number of inbound calls where both agent and customer connected.
Number of Outbound Connected Calls	Number of outbound calls where both agent and customer connected.
Number of Connected Calls	Total number of connected calls, including both inbound and outbound.
Average ACW Time	ACW Time (Agent) divided by the number of connected calls.
Mute Time (Agent)	Total duration for which the agent muted the call.
Hold Count (Agent)	Number of times the agent placed the customer on hold during calls.
Number of Offered Calls (Unique)	Total number of unique calls offered to the agent. If a call is offered multiple times, it is counted once.
Number of Connected Calls (Unique)	Number of unique calls where the agent and customer connected, even if the same call connects multiple times.
Number of Inbound Offered Calls	Number of inbound calls offered to the agent.
Number of Outbound Offered Calls	Number of outbound calls offered to the agent.
Customer Dial Time (Agent)	Time spent by the agent waiting while an outbound call rings to the customer (manual/preview calls).
Manual Call Pre-Call Prep Time (Agent)	Time spent preparing before initiating a manual outbound call.
Average Mute Time	Total mute time divided by the number of connected calls.
Conference Received Count	Number of times the agent received a conference request, regardless of acceptance.
Total Queue Time (Agent)	Time the call spent in the queue before being assigned to the agent.
Number of Offered Calls	Total number of calls offered to the agent, including inbound and outbound.
Hold Time (Agent)	Total time the customer was placed on hold by the agent.
Preview Time (Agent)	Preview time spent by the agent before outbound calls.
Talk Time (Agent) (Average)	Total talk time divided by the number of connected calls.
Disposition Count	Number of dispositions filled by the agent.
IVR Conference Time (Agent)	Time spent by the agent in conference with IVR.
Average Conference Time	Conference Time divided by the number of calls where a conference occurred.
Average Inbound Round Trip Time	Measures network round-trip time from the agent browser to assess call quality and debugging.
Number of Manual Calls Connected (Agent)	Number of outbound manual calls where both agent and customer connected.
Transfers Initiated (Blind/Warm)	Total number of blind and warm transfers initiated by the agent.
Transfers Received (Blind/Warm)	Total number of blind and warm transfers received by the agent.
Blind Transfers Initiated	Number of blind transfers initiated by the agent to a queue or agent.
Blind Transfers Received	Number of blind transfers received and connected by the agent.
Warm Transfers Initiated	Number of warm transfers initiated, including consult and queue transfers.
Warm Transfers Received	Number of warm transfers received where the call rang, connected, or transferred successfully.
Consult Transfers Received	Warm transfers received as consult calls without full control transfer.
Successful Warm Transfers Initiated	Warm transfers initiated where full call control was transferred to another agent.
Successful Warm Transfers Received	Warm transfers received where full call control was transferred to the agent.
External Transfers Initiated	Number of transfers initiated to external phone numbers.
IVR Transfers Initiated	Number of transfers initiated by the agent to IVR.
Consult Transfers Initiated	Warm consult transfers initiated, regardless of connection outcome.
Total Consult Time	Total time spent in consult calls between agents (shown for both agents).
Average Consult Time	Average consult time across calls where a consult occurred.
Conference Connected Count	Number of conference offers received and accepted by the agent.
Number of Abandoned Calls	Calls are abandoned before the agent-customer connection.
Average Preview Time	Average preview time across outbound preview calls.
Average Outbound Ring Time	Average ring time on the agent console for outbound calls where the customer connects first.
Inbound Ring Time	Time taken by the agent to answer inbound calls after the offer.
Outbound Ring Time	Time taken by the agent to answer outbound calls after the offer, where the customer connects first.
Average Inbound Ring Time	Average inbound ring time based on inbound calls offered.
Ring Time (Agent)	Total ring time for both inbound and outbound calls before agent connection.

Dimension Name	Description
Agent	Name of the agent (user).
Agent Id	Unique Sprinklr user ID for the agent.
Agent Email Id	Email address of the agent.
Agent Federation Id	Federation ID of the agent for whom the report is generated.
Date	Date on which the event occurred.
Day of Year	Sequential day number of the year, starting with Day 1 on January 1.
Time of Day	One-hour time bucket in which the activity occurred, displayed in 24-hour format (HH: mm) and adjusted to the user’s timezone.
Time of Day (30 Minutes Interval)	Half-hour time bucket of activity, displayed in 24-hour format (HH: mm) and adjusted to the user’s timezone.
Time of Day (15 Minute Interval)	Quarter-hour time bucket of activity, displayed in 24-hour format (HH: mm) and adjusted to the user’s timezone.
Week of Year	Sequential week number of the year, with weeks starting on Sunday.
Month of Year	Calendar month in which the activity occurred.
Day of Week	Day of the week on which the activity occurred.
Agent Skills (Comma Separated)	Skills assigned to the agent. Multiple skills are displayed as comma-separated values.
Agent Skill vs Proficiency (Comma Separated)	Agent skills, along with associated proficiency levels, are displayed as comma-separated values.
Agent Skill	Skill(s) assigned to the agent, displayed as comma-separated values if multiple.
Agent Manager	Manager assigned to the agent.
Agent Group	Agent group(s) the agent belongs to. If part of multiple groups, multiple rows are generated.
Is Persistent Call	Boolean indicating whether the agent was part of a nailed-up (persistent) call connection.
Call Invite Type	Type of invite received by the agent: IVR_INVITE, AGENT_TRANSFER, or AGENT_INVITE.
Conversation Completion Status	Final status of the call after it ends (e.g., COMPLETED, AGENT_NO_ANSWER, CUSTOMER_REJECTED).
Task Priority	Priority level assigned to the call.
ACW Triggered At	Timestamp when After Call Work (ACW) was triggered for the call.
Is Manual Call?	Boolean indicating whether the call was a manual outbound call.
Is Conference with External Agent?	Boolean indicating whether an external agent was added to the conference and connected.
Conference SID	Unique call identifier provided by the CPaaS vendor, primarily used for debugging.
Is Scheduled Callback?	Boolean indicating whether the call was a scheduled callback.
Is Abandoned on Hold?	Boolean indicating whether the call was abandoned while on hold.
Activity Data Type	Type of agent activity data (e.g., agent_activity_detail, talk_time, ring_time).
Agent Connected At Timestamp	Timestamp when the agent connected to the call. Multiple rows appear if multiple agents connect.
Transferred to IVR(s)	Name of the IVR to which the call was transferred by the agent.
Direction	Direction of the call relative to the customer: Inbound or Outbound.
ACW Submission Reason	Reason for ACW submission (e.g., Submitted by Agent, Auto-wrapped, Submitted by System).
Call Start Time	Timestamp when the call started.
Is ACW Callback?	Boolean indicating whether the call was redialed from the ACW screen.
ACW Submitted At	Timestamp when ACW was submitted.
Transferred to Agent(s)	Name of the agent to whom the call was directly transferred.
Customer Disconnect Time	Timestamp when the customer disconnected the call after joining. Blank if the customer never joined.
ACW Type	Type of ACW configured (e.g., Mandatory, Optional).
Is ACW Skipped?	Boolean indicating whether the agent skipped ACW.
Agent Status During Call Offer	Agent’s status at the time the call was offered.
Call States	Various states the call went through (e.g., assigned to an agent, agent connected, customer connected).
Customer	Profile name of the customer associated with the call (name, phone number, or profile ID).
Agent Call Rejection Reason	Reason provided by the agent for rejecting the call offer.
Is Disconnected by Agent?	Boolean indicating whether the agent disconnected the call.
Week of Time Range	Week number within the selected time range, starting from Week 1.
Agent Disconnected At Timestamp	Timestamp when the agent disconnected from the call after connecting. Blank if not connected.
Voice Application Number	Voice application number through which the call was received or dialed.
Call Start Time Interval	Time bucket for call start time based on widget-level aggregation (e.g., 15 minutes, hourly).
Is ACW Timed-out?	Boolean indicating whether the configured ACW timeout was exhausted.
Call Sub-Disposition	Sub-disposition selected by the agent during ACW or disposition form submission.
Is ACW Submitted?	Boolean indicating whether ACW was submitted (by agent or system).
Transferred to Queue(s)	Name of the queue to which the call was transferred.
Case Details	Case information, including subject, case number, and description.
Case Number	Unique identifier associated with the case.
Work Queue	Work queue from which the call was assigned to the agent. Multiple rows appear for transfers.
Is Auto Answered?	Boolean indicating whether the agent auto-answered the call.
Voice Application	Name of the voice application used to receive or dial calls.
Agent Status During ACW Submission	Agent’s status at the time ACW was submitted.
Call Disposition Plan Id	Name of the disposition or ACW form filled by the agent.
Call Disposition	Disposition selected by the agent during ACW.
Call Disconnection Reason (Agent)	Reason why the agent disconnected the call (e.g., Customer Disconnected, Participant Hangup).
Is ACW Callback Requested?	Boolean indicating whether an ACW callback was requested.
Call Offered At	Timestamp when the call was offered to the agent.
Conversation Id	Unique identifier for the call conversation.
Customer Phone Number	Phone number of the customer associated with the call.
Time Stamp for the Next Call	Timestamp of the next call associated with the same customer or case.
Call Offered At Interval	Time bucket for call offered timestamp based on selected aggregation.
Is ACW Interrupted?	Boolean indicating whether ACW was interrupted (e.g., incoming call or capacity limits).
Call End Time	Timestamp when the call ended or was disconnected, regardless of agent or customer connection.

This concludes our comprehensive coverage of the Voice Agent Assignment Performance Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Voice Agent Assignment Performance

Metric and Dimension

Was this article helpful?

Related Articles