How to get the average talk time of agents?

5 Comments

  • Travis Rider
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    Hey there Ronnel!

    Based on the error it appears that Agent value wasn't added from the Element selector. When adding the Agent portion of the metric try choosing Attribute Value, then search for Call Leg Type. From there you can choose Agent from the list and add it to the metric.

    The metric should look something like this:

    I hope that helps! If not please let us know.

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  • Ronnel Grimpula
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    Hello there!

    Thank you for the feedback. Yeah, it works!

    Also statement "SELECT AVG(Call Leg Talk Time)" gives me the same result. But i know for sure that it's not specific.

    Btw, the reason of getting this value is... I want to get the occupancy rate thru getting the total time worked by all agents or per agent. I've posted a couple of comments asking a way how to get this. Unfortunately, I still have no feedback received from the community. Would you happen to know the solution for this? if so, can you help me figure out what are the attributes or metrics that needed to be checked?

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  • Dipesh Dave
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    Hey Ronnel,

    Could you submit a request for this specific question to support@zendesk.com? I believe this is something we will want to further clarify with you via ticket to find out exactly what you are looking for and to see if we have some metrics already created that could help resolve this.

    Thanks!

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  • Dipesh Dave
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    Hey Ronnel,

    I actually followed up with you via proactive ticket. If we're able to get a resolution for you. I will share it in this thread for anyone who looks for the answer.

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  • Ronnel Grimpula
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    Hi Dave,

     

    I posted a feedback in your created ticket, Thank you very much!

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