What are two examples of agent activity-driven metrics?

Agent on-contact time and idle time are both examples of agent activity-driven metrics because they focus on the specific actions and availability of agents within a contact center environment.

Agent on-contact time measures the duration that an agent is actively engaged with customers during interactions, which is critical for understanding the effectiveness and efficiency of agents in handling customer queries. Tracking this metric provides insight into an agent's performance and can help in assessing workload and overall productivity.

Idle time, on the other hand, refers to the time when an agent is available but not actively engaged in an interaction. Monitoring idle time can help identify potential issues, such as whether agents have sufficient calls to handle or if there are processes that may be causing delays in connecting agents with customers.

These metrics are essential for evaluating how effectively resources are being utilized within the service environment, allowing for improvements in operations and the overall customer experience. Other options include different types of metrics that do not focus directly on agent activities or their direct engagement levels with customers.