Abandoned Before Threshold

The number of interactions abandoned before the specific threshold on the queue or while alerting an agent.

Yes

Abandoned From Alerting

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

Yes

Abandoned From Queue

The number of interactions that a customer abandoned before the contacts are offered for the selected queue.

Yes

Abandon Time Duration

The duration between the moment when the interaction was added to the queue till the moment when it was abandoned.

This measure is calculated by channel.

Yes

Active Agents In ACW

The number of agents currently in ACW (After Contact Work) state for the channel or the queue.

No

Active Duration

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

Yes

Active Engagements In ACW

A count of interactions in active ACW state for the queue or the channel.

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

Agent Busy Count

The number of agents currently not ready to be assigned an interaction from the queue.

No

Agent Ready Count

The number of agents who can be assigned an interaction from the queue.

No

Agent Staffed Count

The number of agents ready to be assigned an interaction from the queue.

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

Answered After Threshold

The number of calls answered after the specific threshold for that queue.

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

Channel ID

Channel ID of interaction.

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

Completed Engagement Count

The number of interactions associated with the queue that the agent completed within the reporting period.

No

Completed Specialized Engagement Count

The number of specialized interactions associated with the queue that the agent accepted and completed.

No

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

Expected Wait Time

The estimated time in seconds that an interaction associated with a queue is expected to wait before an agent answers.

Hold Duration

The amount of time the agent had put a customer interaction on hold.

Yes

Is Default Queue

Indicates if the queue is the default queue.

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

Offered to Queue

A count of interactions offered to the queue within the reporting period.

Yes

Oldest Engagement Waiting Timer

The current time in seconds of the oldest interaction waiting in the queue.

No

Oldest Specialized Engagement Waiting Timer

The amount of time in seconds that the oldest specialized engagement associated with an agent has been waiting to be answered.

No

Processing Engagement Count

The number of interactions associated with the queue that the agent accepted but is yet to complete.

No

Processing Specialized Engagement Count

The number of specialized interactions associated with the queue that the agent accepted but is yet to complete.

No

Queue ID

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

No

Queue Name

The name of the queue.

No

Queue Occupancy

The percentage ratio of busy agents to staffed agents associated with the queue.

No

Rolling Average Speed of Answer (ASA)

The average amount of time in seconds it takes to answer an engagement associated with the queue.

No

Transfer Accepted From Queue

A count of interactions where a single-step transfer from the queue was successful.

Yes

Transfer Initiated to Queue

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

Waiting Engagement Count

The number of interactions associated with the queue that an agent is yet to accept.

No

Waiting Specialized Engagement Count

The number of specialized interactions associated with the queue that the agent is yet to accept.

No

Wait Time

The time a contact spent waiting in the queue before an agent answered the call.

Yes

Warm Transfer to External

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

Yes

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.

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 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 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