Workforce optimization enables you to improve the performance and utilization of your agents and contact centers using data. Dig into customer conversations to understand patterns around sentiment, fraud, and compliance. Then, use these insights to train agents, replicate successful interactions, and act on feedback.
Agent participants refer to human agents. Throughout a conversation, agent-conversation session events are captured and tracked as agent participant metrics.
Session objects track the relationship between a conversation and an agent. A session starts when the agent is invited to a conversation and lasts until the agent is no longer assigned to that conversation. Agent session metrics are captured for reports on the handling of conversations. These session metrics are available in 30-minute interval blocks.
For a list of data fields and their descriptions, refer to the corresponding section: