Abandoned From Alerting

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

Yes

Active

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

No

Active Duration

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

Yes

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

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

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

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

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

Queue ID

The unique identifier of the queue for which the agent handled contacts.

No

Queue Name

The name of the queue.

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 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

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