VIEW_AGENT_VOICE_PERFORMANCE
Updated
The Agent Voice Performance View offers an in-depth examination of how agents manage voice interactions. It records specific call information, agent conduct, and system-generated data like talk duration, handle duration, after-call work (ACW), transfers, and dispositions. Supervisors can use this view to track efficiency, assess performance patterns, and pinpoint areas needing enhancement, which promotes reliable and excellent customer service. Below are some of the scenarios where this Report is beneficial:
Monitor Agent Efficiency: Monitor agent efficiency in real time by tracking call-level metrics such as talk time, handle time, and after-call work (ACW).
Evaluate Performance Trends: Evaluate performance trends across teams using detailed insights into transfers, dispositions, and agent behavior to identify best practices.
Identify Areas for Improvement: Identify areas for improvement by analyzing system-driven metrics, enabling supervisors to provide targeted coaching and ensure consistent, high-quality customer service.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Default | Is PII Field? | Unique Key | Is Mutable? |
ACW_EXTENSION_TIME | Total time consumed by ACW extensions. | NUMBER(38,0) | YES | NULL |
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ACW_EXTENSION_COUNT | Number of times ACW extension was taken. | NUMBER(38,0) | YES | NULL |
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ACW_INTERRUPTION_COUNT | Number of times after-call work was interrupted. | NUMBER(38,0) | YES | NULL |
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ACW_SUBMISSION_REASON | Reason for ACW submission (Autowrapped, Submitted by Agent, etc.). | VARCHAR(16777216) | YES / NULL |
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ACW_SUBMITTED_AT_TIMESTAMP | Timestamp when ACW was submitted. | TIMESTAMP_NTZ(6) | YES / NULL |
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AGENT_ACW_TIME_DURING_CALL | Time spent on ACW during an active call. | NUMBER(38,0) | YES | NULL |
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AGENT_ACW_TIME_PENDING_STATE | Time spent in pending ACW state before submission. | NUMBER(38,0) | YES | NULL |
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AGENT_ACW_TIME_POST_CALL | Time spent in after-call work after the customer disconnected. | NUMBER(38,0) | YES | NULL |
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ACW_TIMEOUT_CONFIGURED | Configured timeout duration for ACW. | NUMBER(38,0) | YES | NULL |
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ACW_TRIGGERED_AT_TIMESTAMP | Timestamp when ACW was triggered for the call. | TIMESTAMP_NTZ(6) | YES / NULL |
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ACW_TYPE | Type of After Call Work (e.g., Timebound). | VARCHAR(16777216) | YES / NULL |
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AGENT_CONNECT_TIMESTAMP | Timestamp when the agent connected to the call. | TIMESTAMP_NTZ(6) | YES / NULL |
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AGENT_DISCONNECT_TIMESTAMP | Timestamp when the agent disconnected from the call. | TIMESTAMP_NTZ(6) | YES / NULL |
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AGENT_ID | Identifier of the agent the call is associated with. | VARCHAR(16777216) | YES / NULL |
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CALL_END_TIMESTAMP | Timestamp when the call ended. |
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CALL_INVITE_TYPE | Type of call invitation (inbound, outbound, dialer, etc.). | VARCHAR(16777216) | YES / NULL |
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CALL_OFFERED_AT | Timestamp when the call was offered to the agent. | TIMESTAMP_NTZ(6) | YES / NULL |
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CALL_START_TIMESTAMP | Timestamp when the call started. | TIMESTAMP_NTZ(6) | YES / NULL |
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CASE_NUMBER | Identifier of the case associated with the call. | VARCHAR(16777216) | YES / NULL |
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CONFERENCE_INITIATED_COUNT | Number of conference calls initiated by the agent. | NUMBER(38,0) | YES | NULL |
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AGENT_CONFERENCE_TIME | Total time the agent spent in conference calls. | NUMBER(38,0) | YES | NULL |
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CONVERSATION_ID | Unique identifier of the conversation. | VARCHAR(16777216) | YES / NULL |
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CUSTOMER_DISCONNECT_TIMESTAMP | Timestamp when the customer disconnected from the call. | TIMESTAMP_NTZ(6) | YES / NULL |
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CUSTOMER_PHONE_NUMBER | Phone number of the customer. | VARCHAR(16777216) | YES / NULL | Yes |
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CALL_DATE | Date when the call took place. | DATE | YES / NULL |
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CALL_DIRECTION | Direction of the call (Inbound or Outbound). | VARCHAR(16777216) | YES / NULL |
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AGENT_HANDLE_TIME | Total handle time for the agent including talk, hold, and ACW. | NUMBER(38,0) | YES | NULL |
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AGENT_HOLD_COUNT | Number of times agent put a call on hold. | NUMBER(38,0) | YES | NULL |
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ACW_CALLBACK_FLAG | Flag indicating if the call was an ACW callback. | BOOLEAN | YES / NULL |
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ACW_EXTENSION_FLAG | Flag indicating if an ACW extension was taken. | BOOLEAN | YES / NULL |
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ACW_SUBMITTED_FLAG | Flag indicating if ACW was submitted. | BOOLEAN | YES / NULL |
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ACW_TIMEOUT_FLAG | Flag indicating if ACW timed out. | BOOLEAN | YES / NULL |
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ACW_ELIGIBLE_FLAG | Flag indicating if the call is eligible for ACW. | BOOLEAN | YES / NULL |
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MANUAL_CALL_FLAG | Flag indicating if the call was manually dialed. | BOOLEAN | YES / NULL |
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SCHEDULED_CALLBACK_FLAG | Flag indicating if the call was a scheduled callback. | BOOLEAN | YES / NULL |
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AGENT_MUTE_TIME | Total mute duration for the agent during calls. | NUMBER(38,0) | YES | NULL |
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SCHEDULED_CALLBACK_TASK_ID | Identifier of the scheduled callback task. | VARCHAR(16777216) | YES / NULL |
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AGENT_TALK_TIME | Total talk time between agent and customer. | NUMBER(38,0) | YES | NULL |
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VOICE_APPLICATION_NUMBER | Identifier of the voice application used. | VARCHAR(16777216) | YES / NULL |
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ACW_EXTENSION_TIME_CONSUMED | Actual time consumed by ACW extension during a call. |
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ACW_AUTOWRAP_TIME_CONFIGURED | Pre-configured auto wrap-up duration for ACW. |
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AGENT_STATUS_DURING_CALL_OFFER | Agent’s status at the time the call was offered. | VARCHAR(16777216) | YES / NULL |
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