Introduction

The “Agent Statistics” component allows you to collect operational information from an agent (for example, how many calls or chats they have handled during the day, their interactions, or their current status). With this data, you can make decisions within the flow (branching routes, prioritizing service, applying business rules) or attach the result to the conversation for another agent to see using the “Attach” component.

This component is in the “Statistics” group and is available in Voice, Interaction, Chat, and CRM + Webhook routing points, as well as for Agent Scripting.

Configuration

1. Double-left-click on the component to open its configuration panel.
2. Configure the fields:
   • In “Agent statistics result variable”, type the variable where you want to save the obtained data.
     • Example: $agent_stat (you can name it according to your internal standard).
   • In “Select the statistic to obtain”, choose the data you want to query. The available options are:
     • agent_calls_day: agent's calls during the day.
     • agent_chats_day: agent's chats during the day.
     • agent_interactions_Status: agent's interactions during the day (based on the status handled by the internal interactions report).
     • agent_status: current agent status (for example: Ready, ACW, Logout).
   • In “Select the agent”, choose the agent from the dropdown menu from whom you want to extract the statistic.
   • Click “Save agent statistics” to apply the changes.