Abandoned From Alerting

The number of alerting interactions that the customer disconnects 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

Active

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

Yes

Answered

The number of interactions that an agent answered.

Yes

Completed

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

Yes

Contacts Queuing

A count of the current interactions on a queue.

The count does not decrease when you use the Business Strategy task to transfer an interaction to another queue and when an agent on that queue responds to the interaction.

To view additional information about using the Business Strategy task to transfer interactions from one queue to another, see Business Strategy.

No

Group Id

The unique identifier of a user or agent group.

No

Group Name

The name of a user or agent group.

No

Group Status

The status of the group indicating if the group is deleted or not.

No

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

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

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