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 |
