Metrics and attributes for agent state, activity, and productivity

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<p id="docs-hc-snippet" style="display: none;">This article defines the metrics and attributes you can use tocreate reportsbased on agent state, activity, and productivity. These metrics and attributes are also used by the omnichannel routing prebuilt dashboards. SeeAnalyzing agent state and activity.</p>
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<p class="p">This article defines the metrics and attributes you can use to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create reports</a> based on agent state, activity, and
productivity. These metrics and attributes are also used by the omnichannel routing
prebuilt dashboards. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600298255770" target="_blank">Analyzing agent state and activity</a>. </p>
<div class="p">
<div class="note important" id="metrics_attributes_omnichannel__note_x3z_thf_2xb">
<span class="importanttitle">Important:</span> To get the most value out of these
datasets, remind your agents to sign in and out of Zendesk to accurately represent
their shifts. This is particularly important for the Support channel, where only two
states are reported (Online and Offline). If agents don’t sign out, reports will
show them as always online.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="metrics_attributes_omnichannel__ul_ot1_zhf_2xb">
<li class="li"><a class="xref" href="#topic_vyt_whf_2xb">Agent state dataset</a></li>
<li class="li"><a class="xref" href="#topic_t4m_xhf_2xb">Agent state daily dataset</a></li>
<li class="li"><a class="xref" href="#topic_v33_zw2_z1c">Agent productivity dataset</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vyt_whf_2xb">
<h2 class="title topictitle2" id="ariaid-title2">Agent state dataset</h2>
<div class="body">
<p class="p">The Agent state dataset contains metrics and attributes that relate to when an agent
enters a given state and how long they’re in that state. Supervisors can use this
information to create timestamp reports that give them an in-depth look at how
agents spent their time. </p>
<p class="p">In this dataset, an agent’s time in a given state is recorded only after their state
changes. This means that if an agent is in a single state for the entire duration of
the report’s time period, their state is not reported, as there have been no changes
to it. To report on agent states with or without changes, use the <a class="xref" href="#topic_t4m_xhf_2xb">Agent state daily</a> dataset
instead. </p>
<div class="p">
<div class="note note" id="topic_vyt_whf_2xb__note_dg2_j3f_2xb">
<span class="notetitle">Note:</span> Due to the volume of data recorded, this dataset retains
data from events that completed in the last 90 days. This is regardless of the
event start time, which might be older than 90 days.</div>
</div>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_vyt_whf_2xb__ul_k2w_23f_2xb">
<li class="li"><a class="xref" href="#topic_ey1_d3f_2xb">Agent state metrics</a></li>
<li class="li"><a class="xref" href="#topic_tg5_d3f_2xb">Agent state attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ey1_d3f_2xb">
<h3 class="title topictitle3" id="ariaid-title3">Agent state metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Agent state
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ey1_d3f_2xb__table_f3b_jjf_2xb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Agent state metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" dir="ltr" id="d52e134" style="vertical-align:top;"><strong class="ph b">Metric</strong></th>
<th class="entry nocellnorowborder" dir="ltr" id="d52e138" style="vertical-align:top;"><strong class="ph b">Definition</strong></th>
<th class="entry cell-norowborder" dir="ltr" id="d52e142" style="vertical-align:top;"><strong class="ph b">Explore formula</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" headers="d52e134" style="vertical-align:top;">Agent time in state / seconds</td>
<td class="entry row-nocellborder" dir="ltr" headers="d52e138" style="vertical-align:top;">The time spent in seconds by the agent in a
given state per channel.<p class="p">When you add this metric to a
report and slice the results by an agent attribute, you
must also add the <strong class="ph b">Group</strong> attribute. If you don't,
an agent's total time is counted for each group they're
in.</p>
<p class="p">When you add this metric to a report and slice
the results by the <strong class="ph b">State</strong> attribute, you must also
add the <strong class="ph b">Channel</strong> attribute. If you don’t, the time
spent in per-channel states is counted multiple times.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6362240787226" target="_blank">Why is the
per-channel agent status time different than the
unified agent status time?</a></p>
</td>
<td class="entry cellrowborder" dir="ltr" headers="d52e142" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_tg5_d3f_2xb">
<h3 class="title topictitle3" id="ariaid-title4">Agent state attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Agent state
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tg5_d3f_2xb__table_ehq_ckf_2xb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Agent state attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" dir="ltr" id="d52e211" style="vertical-align:top;"><strong class="ph b">Attribute</strong></th>
<th class="entry cell-norowborder" dir="ltr" id="d52e215" style="vertical-align:top;"><strong class="ph b">Definition</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Group ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The ID number of the group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Group name</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The name of the assigned group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The channel that an agent state relates to.
Possible values include <strong class="ph b">Support</strong>, <strong class="ph b">Talk</strong>,
<strong class="ph b">Messaging</strong>, <strong class="ph b">Chat</strong>, and
<strong class="ph b">Unified</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">State</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The state of the agent. Possible values
include:<ul class="ul" id="topic_tg5_d3f_2xb__ul_m5r_kv5_jzb">
<li class="li" dir="ltr">
<strong class="ph b">away</strong>, <strong class="ph b">invisible</strong>,
<strong class="ph b">offline</strong>, <strong class="ph b">online</strong>, and <strong class="ph b">transfers
only</strong> (for per-channel states) </li>
<li class="li" dir="ltr">
<strong class="ph b">unified away</strong>, <strong class="ph b">unified
offline</strong>, <strong class="ph b">unified online</strong>, and <strong class="ph b">unified
transfers only</strong> (for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">standard unified
agent statuses</a>)</li>
<li class="li" dir="ltr">
<strong class="ph b">disconnected</strong> (means that the
agent’s connection to the system was interrupted,
which can happen when the agent’s computer is
disconnected from the internet, the internet browser
puts the agent’s tab to sleep, or other
circumstances)</li>
<li class="li" dir="ltr">
<strong class="ph b">unknown</strong> (means that Explore was
unable to return a value for the agent’s state)</li>
<li class="li" dir="ltr">Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">custom unified
agent statuses you’ve created</a> in your
account</li>
</ul>
<p class="p">When you add this attribute to a report, you must
also add the <strong class="ph b">Channel</strong> attribute. If you don’t, the
time spent in per-channel states is counted multiple
times. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6362240787226" target="_blank">Why is the
per-channel agent status time different than the
unified agent status time?</a></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The name of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent role </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The role of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The email address of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent external ID </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The external ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent locale </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The locale of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent is moderator</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">Whether the agent is a moderator.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The status of the agent. Possible values are
<strong class="ph b">Active</strong> or <strong class="ph b">Suspended</strong>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent active</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">Whether the agent is active.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent suspended</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">Whether the agent is suspended.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent organization ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The organization ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent tags </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">Tags added to the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">Agent timezone </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">The time zone of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e211" style="vertical-align:top;">State start time</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">A collection of attributes in different units
of time that record the time at which an agent entered a
state.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" headers="d52e211" style="vertical-align:top;">State end time</td>
<td class="entry cellrowborder" dir="ltr" headers="d52e215" style="vertical-align:top;">A collection of attributes in different units
of time that record the time at which an agent exited a
state.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_t4m_xhf_2xb">
<h2 class="title topictitle2" id="ariaid-title5">Agent state daily dataset</h2>
<div class="body">
<p class="p">The Agent state daily dataset contains metrics and attributes that relate to how
groups and agents spend their time across channels. This dataset helps you
understand, at a daily level, agents’ total time spent in certain states.</p>
<p class="p">Data in this dataset is aggregated at the end of each day and reported in the
viewer's time zone (See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821092762" target="_blank">Which time zone does Zendesk use?</a>). Because this dataset
aggregates activity at the daily level and does not provide hourly granularity, the
<strong class="ph b">Date - Hour</strong> attribute will always return a value of 0.</p>
<p class="p">Because the data is aggregated daily, any group membership changes are reflected only
in the following day’s data. For example, an agent is moved from Group A to Group B
at noon on January 20. The data for January 20 shows them in Group A (even after
they were moved), while the data for January 21 shows them in Group B.</p>
<div class="p">
<div class="note note" id="topic_t4m_xhf_2xb__note_jtv_fg1_h1c">
<span class="notetitle">Note:</span> In cases where Zendesk needs to reload the data on your
account, this dataset retains data only from the previous 90 days due to its
reliance on the Agent state dataset.</div>
</div>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_t4m_xhf_2xb__ul_pc3_p3f_2xb">
<li class="li"><a class="xref" href="#topic_sf5_n3f_2xb">Agent state daily metrics</a></li>
<li class="li"><a class="xref" href="#topic_imn_43f_2xb">Agent state daily attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_sf5_n3f_2xb">
<h3 class="title topictitle3" id="ariaid-title6">Agent state daily metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Agent state daily
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_sf5_n3f_2xb__table_urp_fkf_2xb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Agent state daily metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" dir="ltr" id="d52e563" style="vertical-align:top;"><strong class="ph b">Metric</strong></th>
<th class="entry nocellnorowborder" dir="ltr" id="d52e567" style="vertical-align:top;"><strong class="ph b">Definition</strong></th>
<th class="entry cell-norowborder" dir="ltr" id="d52e571" style="vertical-align:top;"><strong class="ph b">Explore formula</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" headers="d52e563" style="vertical-align:top;">Agent daily time in state</td>
<td class="entry row-nocellborder" headers="d52e567" style="vertical-align:top;">
<p class="p" dir="ltr">The total time per day spent by agents in a
given state per channel.</p>
<p class="p" dir="ltr">This metric is aggregated daily and cannot be
broken down into smaller time increments.</p>
<p class="p">When you add this metric to a report and slice the
results by an agent attribute, you must also add the
<strong class="ph b">Group</strong> attribute. If you don't, an agent's
total time is counted for each group they're in.</p>
<p class="p">When you add this metric to a report and slice the
results by the <strong class="ph b">State</strong> attribute, you must also add
the <strong class="ph b">Channel</strong> attribute. If you don’t, the time
spent in per-channel states is counted multiple times.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6362240787226" target="_blank">Why is the
per-channel agent status time different than the
unified agent status time?</a></p>
</td>
<td class="entry cellrowborder" headers="d52e571" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_imn_43f_2xb">
<h3 class="title topictitle3" id="ariaid-title7">Agent state daily attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Agent state daily
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_imn_43f_2xb__table_gvl_hkf_2xb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Agent state daily attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" dir="ltr" id="d52e647" style="vertical-align:top;"><strong class="ph b">Attribute</strong></th>
<th class="entry cell-norowborder" dir="ltr" id="d52e651" style="vertical-align:top;"><strong class="ph b">Definition</strong></th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Group ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The ID number of the group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Group name</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The name of the assigned group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The channel that an agent state relates to.
Possible values include <strong class="ph b">Support</strong>, <strong class="ph b">Talk</strong>,
<strong class="ph b">Messaging</strong>, <strong class="ph b">Chat</strong>, and
<strong class="ph b">Unified</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">State</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The state of the agent. Possible values include:<ul class="ul">
<li class="li" dir="ltr">
<strong class="ph b">away</strong>, <strong class="ph b">invisible</strong>,
<strong class="ph b">offline</strong>, <strong class="ph b">online</strong>, and <strong class="ph b">transfers
only</strong> (for per-channel states) </li>
<li class="li" dir="ltr">
<strong class="ph b">unified away</strong>, <strong class="ph b">unified
offline</strong>, <strong class="ph b">unified online</strong>, and <strong class="ph b">unified
transfers only</strong> (for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">standard unified
agent statuses</a>)</li>
<li class="li" dir="ltr">
<strong class="ph b">disconnected</strong> (means that the
agent’s connection to the system was interrupted,
which can happen when the agent’s computer is
disconnected from the internet, the internet browser
puts the agent’s tab to sleep, or other
circumstances)</li>
<li class="li" dir="ltr">
<strong class="ph b">unknown</strong> (means that Explore was
unable to return a value for the agent’s state)</li>
<li class="li" dir="ltr">Any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">custom unified
agent statuses you’ve created</a> in your
account</li>
</ul>
<p class="p">When you add this attribute to a report, you must
also add the <strong class="ph b">Channel</strong> attribute. If you don’t, the
time spent in per-channel states is counted multiple
times. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6362240787226" target="_blank">Why is the
per-channel agent status time different than the
unified agent status time?</a></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The name of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent role </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The role of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The email address of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent external ID </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The external ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent locale </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The locale of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent is moderator</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">Whether the agent is a moderator.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The status of the agent. Possible values are
<strong class="ph b">Active</strong> or <strong class="ph b">Suspended</strong>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent active</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">Whether the agent is active.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent suspended</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">Whether the agent is suspended.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent organization ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The organization ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent tags </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">Tags added to the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Agent timezone </td>
<td class="entry cell-norowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">The time zone of the agent.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" headers="d52e647" style="vertical-align:top;">Time - Agent time in state</td>
<td class="entry cellrowborder" dir="ltr" headers="d52e651" style="vertical-align:top;">A collection of attributes in different units
of time that return when the agent’s state was
recorded.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_v33_zw2_z1c">
<h2 class="title topictitle2" id="ariaid-title8">Agent productivity dataset</h2>
<div class="body">
<p class="p">The Agent productivity dataset contains metrics and attributes that relate to work
items offered and assigned to agents and how agents used their capacity. Supervisors
can use this information to create reports that provide an in-depth look at the
utilization of their agent capacity. </p>
<p class="p">This dataset reports on the number of work items newly assigned to an agent during a
given time period. It doesn’t report on the total number of existing work items
where the agent is listed as the assignee. To report on existing work items instead,
use the dataset for the channel you’re interested in. For example, use the Support -
Tickets dataset to see how many total tickets are assigned to an agent. </p>
<p class="p">Data in this dataset is aggregated hourly, meaning reports can’t be broken down into
smaller time increments. </p>
<p class="p">If an agent has no new work items assigned to them for a given hour, no data is
recorded for that timeframe. This means reports will include gaps for hours during
which an agent wasn’t assigned any work items. In the example report below, no work
items were assigned to the agent during the 15:00 hour, so no data was returned. </p>
<p class="p"><img class="image" id="topic_v33_zw2_z1c__image_sbp_vx2_z1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_agent_productivity_dataset_example_15.png" width="450"></p>
<p class="p">Similarly, if an agent wasn’t in the Online state for a given hour, no data is
recorded for the Agent average used capacity metric. </p>
<div class="p">
<div class="note note" id="topic_v33_zw2_z1c__note_kxr_kx2_z1c">
<span class="notetitle">Note:</span> Due to the volume of data recorded, this dataset retains
data from events that completed in the last 90 days. This is regardless of the
event start time, which might be older than 90 days.</div>
This section contains
the following topics: </div>
<ul class="ul" id="topic_v33_zw2_z1c__ul_an1_mx2_z1c">
<li class="li"><a class="xref" href="#topic_nsw_1x2_z1c">Agent productivity metrics</a></li>
<li class="li"><a class="xref" href="#topic_bmv_cx2_z1c">Agent productivity attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_nsw_1x2_z1c">
<h3 class="title topictitle3" id="ariaid-title9">Agent productivity metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Agent productivity
dataset.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nsw_1x2_z1c__table_gfn_fx2_z1c" rules="all" summary="">
<colgroup>
<col style="width:100px">
<col style="width:391px">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent average used capacity</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The average capacity used by an agent for a
channel during a period (while they are in the Online state
only). A null value means the agent was not online. A
<strong class="ph b">0.00</strong> value means the agent was assigned no work
items during that period.<div class="note note" id="topic_nsw_1x2_z1c__note_htn_jnv_jbc">
<span class="notetitle">Note:</span> The
metrics omnichannel_agent_productivity_capacity_seconds
and omnichannel_agent_productivity_agent_online_seconds
shown in the formula are used only for calculating
average used capacity and can't be added directly to a
report.</div>
<p class="p">Formula:
SUM(omnichannel_agent_productivity_capacity_seconds)</p>
<p class="p">/SUM(omnichannel_agent_productivity_agent_online_seconds)
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent max used capacity</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The maximum capacity used by an agent for a
channel during a period.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent min used capacity</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The minimum capacity used by an agent for a
channel during a period.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Max capacity limit</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The maximum capacity assigned to an agent by
the admin per channel.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Offer count</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of work items offered to the agent
during a specific period. Available only for web and
mobile messaging, social messaging, and live chat.
Acceptance rate is not available if auto-accept or
broadcast mode is used for routing. </p>
<p class="p" dir="ltr">Offer count is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Accepted count</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of work items accepted by the agent
during a specific period. Available only for web and
mobile messaging, social messaging, and live chat.
Acceptance rate is not available if auto-accept or
broadcast mode is used for routing. </p>
<p class="p" dir="ltr">Accepted count is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Acceptance rate</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The ratio of accepted work items to the total
work items assigned to an agent during a specific
period. Available only for web and mobile messaging,
social messaging, and live chat. Acceptance rate is not
available if auto-accept or broadcast mode is used for
routing. If no work items are offered to or accepted by
an agent in the given time period, this metric returns a
null value.</p>
<p class="p" dir="ltr">Acceptance rate is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.</p>
<p class="p">Formula: IF (ATTRIBUTE_ADD(SUM(Offer count),[Agent
productivity start time - Date]) &gt; 0) THEN
100*SUM(Accepted count)/SUM(Offer count) ELSE 0
ENDIF</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_bmv_cx2_z1c">
<h3 class="title topictitle3" id="ariaid-title10">Agent productivity attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Agent productivity
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_bmv_cx2_z1c__table_tt1_3x2_z1c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID number of the group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Group name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the assigned group.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The channel that a capacity value relates to.
Possible values include Support, Talk, Messaging, and
Chat.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The role of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The email address of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent external ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The external ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent locale</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The locale of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent is moderator</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Whether the agent is a moderator.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Whether an agent is active or suspended.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent active</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Whether the agent is active.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent suspended</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Whether the agent is suspended.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent organization ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The organization ID of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent tags</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tags added to the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent timezone</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time zone of the agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Agent productivity start time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">A collection of attributes in different units of
time that return when work item capacity was recorded. The start
time is recorded when the work item is assigned to the
agent.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Time - Agent productivity end time</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">A collection of attributes in different units of
time that return when the end time when work item capacity was
recorded. The end time is recorded when the work item is solved
or assigned to another agent.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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