Abandoned From Alerting

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

Yes

Active Duration

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

Yes

Active Engagements In ACW

The current count of the active interactions for an agent.

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

Agent Display Name

The name of the agent as configured in Application Center Administration.

No

Agent First Name

The first name of the agent.

No

Agent ID

The unique identifier of the agent.

No

Agent Last Name

The last name of the agent.

No

Agent Login Id

The login ID associated with the agent.

No

Agent Voice Call State

The current state of an agent in a voice call. The agent states are:

• NOT IN CALL
• ALERTING
• ACTIVE
• ACW
• HOLD
• CONSULTING
• CONSULT ALERTING
• CONSULTED
• CONSULT HOLD
• CONFERENCE

The measure value will be empty in the following cases:

• If the agent receives interactions from non-voice channels.
• If the agent has no prior voice interactions.

No

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

Channel Idle Time Duration

The amount of time an agent is not active on an interaction but available for work.

This measure is calculated by channel.

Yes

Channel State

The current state of the channel assigned to the agent.

The channel states are the following:

No

Channel State Timestamp

The time at which the agent was assigned to a channel state.

No

Channel Type

The channel type that the agent has handled contacts.

The channel types are the following:

No

Channel Work State

The work state of the agent for the channel listed.

The work states are the following:

No

Coached

The number of times a supervisor coached an agent.

Yes

Coached Duration

The duration for which a supervisor coached an agent.

Yes

Coaching

The number of times a supervisor carried out a coaching interaction.

Yes

Coaching Duration

The duration for which a supervisor carried out a coaching interaction.

Yes

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

Exclusivity Count

A count of times the Exclusivity Mode (Voice Priority) was activated.

The metric increments by 1 when the agent on an active voice interaction enters the Exclusivity Mode, blocking all other digital interactions.

Yes

Exclusivity Duration

The time an agent spent in the Exclusivity Mode (Voice Priority), blocking all other digital interactions.

Yes

Forwarded

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

Yes

Hold

A count of customer visible holds 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

Time Active

A ticker that shows the time the agent is in the Active state.

No

Time On Hold

A ticker that shows the time for which the agent has put the interaction on hold.

No

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 Queue With Draft

The number of times an email draft is transferred from an agent to a queue within the reporting interval.

Yes

Transfer Initiated to User

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

Yes

Transfer Initiated to User With Draft

The number of times an email draft is transferred from an agent to a supervisor or another agent within the reporting interval.

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

Transfer To Queue Canceled

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

Yes

Transfer to Queue Failed

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

Yes

Transfer To User Canceled

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

Yes

Transfer to User Failed

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

Yes

Warm Transfer to External

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

Yes

Work Limit

The current multiplicity count for an agent.

No

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