DataStudio metrics

Note: This feature is currently only available in the context of OneContact Data Studio Early Adopters Program.

Datastudio interacts with the Data's source through Queries: 

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Here are the available metrics to employ in a Query:

 

Category​ Metric​ Type​ Status Count Times
Status Time Total Max Min Average
Agents Login Logged in     The number of agents currently logged in. Total logged in time. Maximum logged in time period. Minimum logged in time period. Average logged in time period.
Logged out     The number of agents currently logged out.        
Current status Agent's Login Current Status: Login or Logout            
Readiness Ready     The number of agents currently ready. Total ready time. Maximum ready time period. Minimum ready time period. Average ready time period.
Not ready     The number of agents currently not ready. Total not ready time. Maximum not ready period. Minimum not ready time period. Average not ready time period.
Current status​ Agents' Readiness Current Status: Ready or Not Ready            
State Busy     The number of agents in busy state. The total amount of time in busy state. The maximum amount of time in busy state. The minimum amount of time in busy state. The average amount of time in busy state.
Idle     The number of agents in idle state (ready or not ready). The total amount of time in idle state. The maximum amount of time in idle state. The minimum amount of time in idle state. The average amount of time in idle state.
Preview     The number of agents currently in preview state. The total amount of time in preview state. The maximum amount of time in preview state. The minimum amount of time in preview state. The average amount of time in preview state.
Wrapup​     The number of agents in wrapup state. The total amount of time in wrapup state. The maximum amount of time in wrapup state. The minimum amount of time in wrapup state. The average amount of time in preview campaign.
Current status​ The current agent's status: Busy, Idle, Preview or Wrapup.    ​      
Signin​ Signed in​    ​ The number of agents currently signed in. ​Total signed in time. ​Maximum signed in time period. Minimum signed in time period. Average signed in time period.
Signed out​    ​ The number of agents currently signed out. Total signed out time. ​ ​Maximum signed out time period. Minimum signed out time period. Average signed out time period.
Current status​ Agent's Signin current status: SignIn or SignedOut.    ​      
Available​ Available​    ​ The number of agents currently in available state (idle or ready). The total amount of time in available state (idle and ready). The maximum amount of time in available state. The minimum amount of time in available state. The average amount of time in available state.
Current status​ Agent's availability current status: Available or Not Available    ​      
Help​ Help​    ​ The current amount of agents receiving assistance from a supervisor. Total supervisor help time. Maximum supervisor help time period. Minimum supervisor help time period. Average supervisor help time period.
Interactions​ Alert​ Alert​    ​ Total alerting time. Maximum alerting time period. Minimum alerting time period. Average alerting time.
Hold​ Hold​    ​   Total hold time. Maximum hold time period. Minimum hold time period. Average hold time period.
Talk​ Talk​    ​  ​ Total talk time. Maximum talk time period. Minimum talk time period. Average talk time period.
Waiting​ Waiting​    ​  ​ Total waiting (available and alerting) time. Maximum waiting time period. Minimum waiting time period. Average waiting time period.
Handled​ Handled​    ​ The total number of handled interactions.    ​
Simultaneous interactions​ Maximum​    ​ The maximum amount of interactions established by an agent at the same time.  ​  ​
Current    ​ The current count of interactions established by an agent at the same time.  ​  ​