Abandoned From Alerting

The number of alerting interactions that the customer disconnects within the reporting period.

Yes

Abandoned From Queue

The number of interactions that a customer abandoned before the contacts are offered for the selected queue.

Yes

Abandon Time Duration

The duration between the moment when the interaction was added to the queue till the moment when it was abandoned.

Yes

Active

The number of active interactions on the channel or the queue.

No

Active Agents In ACW

The number of agents currently in ACW (After Contact Work) state for the channel or the queue.

No

Active Duration

The total active duration of all the interactions over all the channels.

Yes

Active Engagements In ACW

A count of interactions in active ACW state for the queue or the channel.

No

ACW Count

The number of times an agent entered the ACW state.

Yes

ACW Duration

The duration an agent was in the ACW state within the reporting period.

Yes

Ad Hoc Email Initiated

The number of ad hoc emails initiated from the contact center.

Yes

Ad Hoc Email Sent

The number of ad hoc emails sent from the contact center.

Yes

Alert Duration

The total alert duration of all the interactions over all the channels for an agent.

Yes

Alerting

The number of alerting interactions at an agent.

No

Answered

The number of interactions that an agent answered.

Yes

Barged

The number of times a supervisor barged in on an agent within the reporting period.

Yes

Barged Duration

The duration for which a supervisor barged in on an agent within the reporting period.

Yes

Barging

The number of times a supervisor performed a barging interaction within the reporting period.

Yes

Barging Duration

The duration for which a supervisor performed a barging interaction within the reporting period.

Yes

Channel ID

Channel ID of interaction.

No

Completed

A count of completed interactions for an agent within the reporting period.

Yes

Conference Initiated To User

A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period.

The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.

Yes

Conference Accepted From User

A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period.

The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.

Yes

Conference Initiated To Queue

A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Conference Accepted From Queue

A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consult Initiated To User

A count of interactions that an agent initiated as a consultation call with another user.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Consult Accepted From User

A count of consult to user calls answered by an agent within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consult Initiated to Queue

A count of interactions that an agent initiated as a consultation call to another queue.

The metric increments by 1 for the agent who initiated the consultation call.

Yes

Consult Accepted From Queue

A count of consult to queue calls answered by an agent within the reporting period.

The metric increments by 1 for the agent who answered the consultation call.

Yes

Consulted Duration

The duration an agent was in a consultation call with another agent.

The duration is displayed in the hh:mm:ss format.

Yes

Consulting Duration

The duration an agent spent consulting another agent.

The duration is displayed in the hh:mm:ss format.

Yes

Consult to External

A count of interactions where an agent initiated a consultation call with a user with an external number.

Yes

Consulting External Duration

The duration an agent spent consulting a user with an external number.

Yes

Conference to External

A count of external consultation calls that resulted in a conference.

Yes

Forwarded

A count of interactions forwarded by the agent within the reporting period.

Yes

Hold Duration

The amount of time the agent had put a customer interaction on hold.

Yes

Not Answered

A count of interactions offered that the agent did not answer.

The metric does not increment when a transferred interaction is unanswered.

Yes

Offered

A count of interactions directed to the agent within the reporting period.

Yes

Offered to Queue

A count of interactions offered to the queue within the reporting period.

Yes

Transfer Accepted From Queue

A count of interactions where a single-step transfer from the queue was successful.

Yes

Transfer Accepted From User

A count of interactions where a single-step transfer from a user was successful.

Yes

Transfer Initiated to Queue

A count of interactions where a single-step transfer to the queue was initiated.

Yes

Transfer Initiated to User

A count of interactions where a single-step transfer to a user was initiated.

Yes

Transfer To External Canceled

A count of the interactions where a single-step transfer to an external address was canceled.

Yes

Transfer to External Failed

A count of the interactions where a single-step transfer to an external address failed.

Yes

Transfer to External Initiated

A count of the interactions where a single-step transfer to an external address was initiated.

Yes

Warm Transfer to External

A count of interactions that resulted in a transfer to an external number.

Yes

Warm Transfer Initiated to User

A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.

Yes

Warm Transfer Accepted from User

A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.

Yes

Warm Transfer Initiated to Queue

A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.

Yes

Warm Transfer Accepted from Queue

A count of interactions where a consult to queue results in an agent accepting a transfer from a queue.

Yes