The number of calls answered after the maximum service level threshold.
Abandoned After
The number of calls abandoned after the minimum threshold.
Long Engagements
A count of engagements that the agent was active on for a duration that exceeded the value defined for this measure.
Short Engagements
A count of engagements that the agent was active on for a duration that was below the value defined for this measure.
Long Wrap Ups
A count of engagement wrap-ups whose duration exceeded the value defined for this measure.
Short Wrap Ups
A count of engagement wrap-ups whose duration was less than the value defined for this measure.
Long Holds
A count of engagements that the agent held for a duration that exceeded the value defined for this measure. This measure considers hold time in which the agent focus remained on the held engagement and hold time in which the agent focus changed to a different engagement.
