Definition

How it works

Business usage

• How can a supervisor find out the number of interactions offered to an agent and how many interactions were answered, not answered, and completed during the reporting duration?
  Check the details in the Offered, Answered, Not Answered, and Completed columns.
• How can a supervisor compare the details of two or more queues?
  In the Queue Name prompt, enter the queues that you want to compare, and the report summary displays the data for the selected queues. The Queue Name prompt is optional.
• How many interactions did an agent transfer to queue for the selected duration?
  Use the Transfer Initiated to Queue column to see the count of transfer attempts the agent initiates. For the count of transfers that the agent successfully handles, see the number displayed in the Transfer Accepted From Queue column.
• Where can I get the number of abandoned interactions in the queue?
  See the Abandoned from Alerting column for the number of interactions that the customer abandoned before the agent responded to the interaction.
• What are the columns available in the standard report?
  For the list of available columns, see the following table:

  Columns	Description
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Abandoned From Queue	The number of interactions that a customer abandoned before the contacts are offered for the selected queue.
  ACW Count	A count of interactions in active ACW state for the queue or the channel.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Answered	The number of interactions that an agent answered.
  Completed	A count of completed interactions for an agent within the reporting period.
  Consult to External	A count of interactions where an agent initiated a consultation call with a user with an external number.
  Consulting External Duration	The duration an agent spent consulting a user with an external number.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Date	Date timestamp.
  Not Answered	A count of interactions offered that the agent did not answer.
  Offered	A count of interactions directed to the agent within the reporting period.
  Queue Name	The name of the queue.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Abandon Time Duration	The duration between the moment when the interaction was added to the queue till the moment when it was abandoned.
  Average Speed of Answer	Wait Time / Answered
  Average Talk Time	The average amount of time an agent spends handling customers.
  Average Abandon Time	The average duration before a customer abandons a call.
  % Answered	The percentage of answered interactions.
  Warm Transfer to External	A count of interactions that resulted in a transfer to an external number.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  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.
  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.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.

• What are the columns available for customization in the report?
  For the list of available columns for customization, see the following table:

  Columns	Description
  Active Duration	The total active duration of all the interactions over all the channels.
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Avg Talk Time (secs)	The average time between when a call was active to when the call was disconnected during the reporting period in seconds.
  Barged	The number of times a supervisor barged in on an agent within the reporting period.
  Barged Duration	The duration for which the supervisor barged into an interaction within the reporting period.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Coached	The number of times a supervisor coached an agent.
  Coached Duration	The duration for which a supervisor coached an agent.
  Coaching	The number of times a supervisor carried out a coaching interaction.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  Completed Active Duration	The duration of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Completed Active Duration (secs)	The duration in seconds of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  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.
  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.
  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.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user.
  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.
  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.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Hold Duration	The amount of time the agent had put a customer interaction on hold.
  Observed	A count of the agents observed by a supervisor within the reporting period.
  Observed Duration	The duration for which the agents were observed by a supervisor within the reporting period.
  Transfer To Queue Canceled	A count of interactions where a single-step transfer to the queue was canceled.
  Transfer to Queue Failed	A count of interactions where a single-step transfer to the queue failed.
  Wait Time	The time a contact spent waiting in the queue before an agent answered the call.
  Abandoned Time Duration	The time taken before the contact was abandoned on a specific queue within the reporting period in dd:hh:mm:ss format.
  Offered to Queue	A count of interactions offered to the queue within the reporting period.
  Abandoned Before Threshold	The number of interactions abandoned before the specific threshold on the queue or while alerting an agent.
  Answered After Threshold	The number of calls answered after the specific threshold for that queue.
  Service Level	The percentage of contacts answered within a certain time threshold in the interval. For example, 90% of calls were answered within 10 seconds of arrival on a queue.