Work Analytics metrics and real-time report guides

The Work Analytics documentation now covers the full metric set for per-agent reporting, and the two guides that back the live agent and queue views have been published.

Real-time report guides

Two guides describe agent interaction handling. Both return the current live state when you omit startDate and endDate, or a historical window when you supply them:

• Agent Activity — per-agent handling across the PBX (accepted, missed and rejected interactions, talk, wrap-up and on-hold time, current status and the interaction being handled right now). It backs the User Status view in Analytics for Work.
• Queue Agent Activity — the same agent-level metrics broken down and attributed per call queue, so you can compare an agent across queues and see whether they are a primary or overflow agent.

Metric groups

Both guides document the metrics you can request via the metrics query parameter, grouped as:

Group	Examples
Volume	enteredInteractions, acceptedInteractions, missedInteractions, rejectedInteractions
Timing (seconds)	agentAverageTimeToAnswer, agentTotalTalkTime, averageTalkingInteractionsTime, averageWrapUpTime, totalInteractionTime
Status	userStatusTime (plus queueStatusTime on Queue Agent Activity)
Live (ongoing)	ongoingHandlingInteractions, ongoingTalkingInteractions, ongoingWrapUpInteractions

Pass a comma-separated list of the metrics you want, and set includeSummary=false to omit the aggregated summary.

Full metric descriptions are on the Agent Activity reference and Agent Activity per Queue reference.