Glossary: Dashboard widgets

SLA %

Computed

%

Service Level Agreement is defined as a percentage of "number of interactions accepted by agents before the SLA waiting time threshold is reached" divided by the "number of interactions that entered the queue" multiplied by 100.

SLA % = Accepted in SLA / (Entered - Short Abandoned - (Ongoing Interactions < SLA Threshold Time)) * 100
Glossary:

• Accepted in SLA: The total number of interactions answered by all agents under the SLA Threshold Time

• Short Abandoned: The number of interactions that resulted in abandonment and are under the short abandonment threshold

  Note: The short abandonment threshold time is set to 5 seconds by default. Currently, this cannot be altered.

• Ongoing Interactions < SLA Time Threshold: All ongoing interactions that did not yet exceed the SLA Threshold Time

SLA % Target
(SLA TGT)

Pure

(Same on all intervals)

%

The target percentage of interactions that meet the SLA

Note:

SLA % Target does not apply to Outbound Phone Queues.

The desired percentage of interaction that should match the user-defined SLA

SLA Time Threshold
(SLA THLD)

Pure

(Same on all intervals)

Time

The time ceiling (in seconds) that is used to measure an interaction being accepted by agent (if the interaction waiting time is less than or equal to SLA THLD, it is defined as satisfying SLA)

The user-defined constant (in seconds)

Accepted in SLA

Pure

Count

The total number of interactions answered by all agents under the SLA Threshold Time

Accepted in SLA%

Computed

Count

The percentage of interactions answered by all agents under the SLA Threshold Time over the number of all accepted interactions

Accepted in SLA / Accepted * 100

Available Idle
(Avail Idl)

Pure

Count

The number of agents enabled, assigned, and in the Available state (idle waiting)

n/a

Enabled
(Enabl)

Computed

Count

The number of agents logged in, assigned, and enabled for the queue

n/a

Eligible
(Eligib)

Computed

Count

The number of agents that are eligible to receive an interaction (the queue potential capacity; does not include agents that are in the On Break state)

Busy (Offering + Handling + Wrap Up) + Working Offline + Available for a specific queue

Offering
(Alert)

Pure

Count

The number of agents in the Offering state for the queue

n/a

Busy

Pure

Count

The number of agents in the Offering, Handling, or Wrap Up states

Busy (Offering, Handling, or Wrap Up)

Handling
(Hand)

Pure

Count

The number of agents working on an interaction (excluding the Wrap Up state)

n/a

Wrap Up
(Wrap)

Pure

Count

The number of agents finishing up work on an ending interaction

For email interactions, the Wrap up metric represents the number of agents that are processing an email interaction. For email interactions the agent status changes to the Wrap Up state from the time  the agent accepts the interaction.

n/a

Working Offline
(Work Off)

Pure

Count

The number of enabled agents in the Working Offline state

n/a

On Break
(Break)

Pure

Count

The number of enabled agents in the On Break state

n/a

Busy Other
(Busy O)

Pure

Count

The number of agents working on an interaction in another queue (or simply not working on an interaction in the current queue)

n/a

Waiting in Queue
(Wait Q)

Pure

Count

The current number of interactions in the queue

n/a

Abandoned
(Abd Q)

Pure

Count

The number of interactions that terminated in the queue without being served (excludes short abandoned)

n/a

Abandoned %
(Abd Q %)

Computed

%

The percentage of interactions that terminated in the queue without being served over all interactions that entered the queue (excludes short abandoned)

Abandoned / Entered * 100

Avg Waiting Time
(AWT)

Computed

Time

The average time an interaction has spent in the queue:

• For finalized interactions: from the time the interaction entered the queue until it was accepted, abandoned or diverted

• For ongoing interactions: from the time the interaction entered the queue until now if the time exceeds the average wait time on the finished interactions

Sum of all interaction Waiting Time / number of interactions (Entered)

Longest Wait
(Longest Wait Q)

Pure

Time

The current longest waiting time to be served in the queue

n/a

Avg Speed to Answer

Computed

Time

Sum of all the interactions found in the Offering state / number of interactions

Longest Offering Time

Pure

Time

The longest time it takes to accept an interaction (compared to all the interactions that entered a queue) from the time it is offered to the time it is accepted or rejected by an agent

Entered
(Ent)

Computed

Count

• For inbound interactions: Number of interactions that entered a queue

• For outbound interactions: Number of interactions that were directed through a queue

For inbound interactions: Accepted + Abandoned + Diverted + Waiting in queue

For outbound interactions: Number of interactions that were directed through a queue

New in queue

Pure

Count

Number of interactions that have entered the queue and waiting to be handled within the specified time interval only.

Accepted
(Accpt)

Pure

Count

The number of interactions answered by all agents

n/a

Accepted %
(Accpt %)

Computed

%

The percentage of interactions answered by all agents over the total number of interactions

Accepted / Entered *100

Average Handling Time
(AHT)

Computed

Time

The average time spent by all agents in the Handling state (includes hold time)

Sum of all interactions found in the Handling state / number of interactions handled

Average Processing Time

Computed

Time

The average time spent by agents in the Handling and Wrap Up states on all interactions  accepted through a specific queue

Avg Wrap Up Time
(AWUT)

Computed

Time

The average time spent by all agents in the Wrap Up state

(Sum of all interactions found in the Wrap Up state) / number of interactions (Entered)

Avg Busy Time
(ABT)

Computed

Time

The average time spent by all agents (on all interactions) in the Handling, Wrap Up, and Offering states

(Sum of all interactions found in the Handling, Wrap Up, or Offering states) / number of interactions (Entered)

Diverted
(Div)

Pure

Count

The total number of interactions that entered and left the queue without terminating (these interactions were forwarded to another queue, transferred, or forwarded within an IVR script)

Note:

For email interactions, the metric is incremented only when an agent deletes an email from queue email waiting list. Email interactions that are presented in another queue because of the overload are not counted as Diverted.

n/a

Note: For email interactions, counts all the deleted emails from queue email waiting list.

Diverted
(Div %)

Computed

%

The percentage of all interactions that entered and left the queue without being ended (the interactions were forwarded to another queue, transferred, or forwarded within an IVR script)  over the total number of interactions entered the queue * 100

Note:

For email interactions, the percentage of all the interactions that entered the queue and left it without the interaction terminating * 100. In this case, we consider only email interactions that are deleted by an agent from the email queue waiting list.

Diverted / Entered * 100

Avg Diverted Time

Computed

count(#)

The average time spent by all interactions that entered the queue and left without the interaction being accepted by an agent (typically forwarded to another queue, agent or voicemail as a result of logic within an IVR script)

Note:

For email interactions, we consider only email interactions that are deleted by an agent from email queue waiting list.

Sum of time of all the Interactions that left the queue / number of interactions that entered the queue (Entered)

Busy External (short desc: Busy Ext)

Pure

Count

The total number of interactions transferred (cold and warm transfers) from another queue handled by agents in this queue

Next Customer Expected Queue Wait Time

Computed

Time

Real-time estimate of how long a new customer would wait if added to the queue.

Parked

Pure

Count

The number of currently parked interactions updated in real time.

Avg Parked Duration

Computed

Time

The average duration that currently parked interactions have been in this state.

Longest Parked Duration

Computed

Time

The longest period of time that an interaction has spent in the Parked state.

Total Abandonment
(Tot Abd)

Pure

Count

(Inbound and Chat only) All interactions that finish in abandonment

Short Abandonment + Abandoned

Total Abandonment %
(Tot Abd %)

Computed

%

(All media) All interactions that finish (end) in abandonment divided by the total number of entered interactions

Short Abandonment + Abandoned / Entered * 100

Short Abandonment
(Sht Abd)

Pure

Count

(Inbound and Chat only) All interactions that finish (end) in abandonment but are under the short abandonment threshold

Note:

The short abandonment threshold time is set to 5 seconds by default. Currently, this can not be altered. In a future release, we will introduce an option in 8x8 Admin Console to add the short abandonment threshold time in the Queue (SLA tab) for each queue.

n/a

Short Abandonment %
(Sht Abd %)

Computed

%

(All media) All interactions that finish (end) in abandonment but are under the short abandonment threshold divided by all entered interactions

Short Abandonment / Entered * 100

Total Interaction Handling
(TIH)

Pure

Count

The total number of interactions that are currently being handled

n/a

Total Interaction Wrap up
(TIWU)

Pure

Count

The total number of interactions that are currently found in the Wrap Up state

n/a

Accepted
(Accpt)

Pure

Count

The total number of interactions answered by agents

n/a

Presented/ Offered
(Alert)

Pure

Count

The total number of interactions offered to the agent (includes interactions which continue to be presented in the next interval)

n/a

Alerting

Pure

Count

Number of interactions that are currently being presented to the agent via a queue or outside of a queue (DAR).

Agent Direct Inbound Count

Pure

Count

The total number of direct calls to an agent, excluding agent-to-agent calls

Agent Direct Inbound Time

Computed

Time

The total time (includes offering + handling + wrap up) on direct calls to an agent, excluding agent-to-agent calls.  (this is the equivalent of busy time for inbound queues, but for agent direct inbound calls)

Agent Direct Outbound Count

Pure

Count

The number of calls made by the agent, excluding outbound queue calls and agent-to-agent calls

Agent Direct Outbound Time

Computed

Time

The total time (includes offering + handling + wrap up) on calls made by the agent, excluding outbound queue calls and agent-to-agent calls (the equivalent of busy time for outbound queues, but for agent direct outbound calls)

Agent Internal Calls count

Pure

Count

The total number of agent-to-agent calls initiated or received

Agent Internal Calls Time  

Computed

Time

The total time (includes offering + handling + wrap up) spent on agent-to-agent calls

Agent Internal Calls Initiated count  

Pure

Count

The total number of agent-to-agent calls initiated

Agent Internal Calls Received Count      

Pure

Count

The total number of agent-to-agent calls received

Average Handling Time
(AHT)

Computed

Time

The average time spent by an agent in the Handling state (includes hold time)

Sum of all interactions found in the Handling state / number of interactions handled

Average Wrap Up Time
(AWUT)

Computed

Time

The average time spent by an agent in the Wrap Up state

(Sum of all the Interactions found in the Wrap Up state) / number of interactions (Entered)

Current Status
(Curr St)

Pure

Word

The current status of the agent

n/a

Parked

Pure

Count

The number of currently parked interactions updated in real time.

Avg Parked Duration

Computed

Time

The average duration that currently parked interactions have been in this state.

Longest Parked Duration

Computed

Time

The longest period of time that an interaction has spent in the Parked state.

Time on Status
(Time St)

Pure

Time

The current time spent in an agent's current status

n/a

Status Code (Status C)

Pure

Word(String)

The specific status code used by the agent to justify (detail) their current status

Line 1

Pure

Word(String) + Time

The current status on line 1, and how long they have been in that state

Line 2

Pure

Word (String) + Time

The current status on line 2, and how long they have been in that state

Rejected
(Reject)

Pure

Count

The number of interactions that were offered but declined by the agent

n/a

Rejected Timeout

Pure

Count

The number of interactions presented to an agent, but not accepted during the allocated time.

Logged in Time
(Log Time)

Pure

Time

The time the agent has spent in the Logged In state

n/a

Available Time
(Avail Time)

Pure

Time

The time the agent has spent in the Available state

n/a

Available Time %
(Avail Time %)

Computed

%

The percentage of time an agent has spent in the Available state, divided by Logged In time

Available Time / Logged In Time * 100

Offering Time
(Offer Time)

Pure

Time

The time the agent has spent in the Offering state (from the time that an interaction is presented to the agent)

n/a

Reject Timeout

Pure

Count

Number of interactions presented to an agent, but not accepted during the allocated time

Average Offering Time
(AOT)

Computed

Time

The average time that the agent has spent in the offering state (from the time that an interaction is presented to the agent)

Sum of all the Interactions found in the Offering State / number of interactions (Entered)

Longest Offering Time  

Pure

Time

The longest time spent by an agent before accepting or rejecting an offered interaction (the time is calculated from the moment the interaction is presented to the agent to the moment the agent accepts or rejects)

Handling Time
(Hand Time)

Computed

Time

The time the agent has spent in the offering and Handling state (from the time that an interaction is accepted by an agent)

Processing Time = Offering Time + Handling Time

Handling Time %
(Hand Time %)

Computed

%

The percentage of time the agent has spent in the Offering and Handling states (from the time that an interaction is accepted by an agent), divided by Logged In time

Processing Time / Logged In Time * 100

Wrap Up Time
(Wrap Up)

Pure

Time

The time the agent has spent in the Wrap Up state (from the time that an accepted interaction is ended by an agent or customer)

n/a

Wrap Up Time %
(Wrap Up %)

Computed

%

The percentage of time the agent has spent in the Wrap Up state (from the time an accepted interaction is ended by an agent or customer), divided by Logged In time

Wrap Up Time / Logged In Time * 100

Busy Time

Pure

Time

The time the agent has spent in the Offering, Handling, and Wrap Up states

Busy Time (Offering, Handling, or Wrap Up)

Busy Time %
(Busy %)

Computed

%

The percentage of the time the agent has spent in the Offering, Handling, and Wrap Up states, divided by Logged In time

Busy Time / Logged In Time * 100

Working Offline Time
(Work Off Time)

Pure

Time

The time the agent has spent in the Work Offline state

n/a

Working Offline Time %
(Work Off Time %)

Computed

%

The percentage of time an agent has spent in the Work Offline state, divided by Logged In time

Working Offline Time / Logged In Time* 100

On Break Time
(Break Time)

Pure

Time

The time the agent has spent in the On Break state

n/a

On Break Time %
(Break Time %)

Computed

%

The percentage of time the agent has spent in the On Break state, divided by Logged In time

On Break Time / Logged In Time* 100

Internal Calls Initiated
(ICI)

Pure

Count

The number of agent-to-agent calls initiated by an agent

n/a

Blind Transfers Initiated
(Blind Trf)

Pure

Count

The number of times the agent performed a blind transfer over an interval of time (by agent)

n/a

Consultation Established
(Consult Est)

Pure

Count

The number of times the agent successfully establishes an outbound call, while another call is on hold, by agent (this counter does not decrease the "outbound direct interaction established" value, which increases at the same time as this counter)

n/a

Warm Transfers Completed
(Warm Trans)

Pure

Count

The number of "transfer" line uses within an interval (by an agent)

n/a

Conferences  Established
(Conf Est)

Pure

Count

The number of "join" line uses within an interval (by an agent)

n/a

Transfers Received

Pure

Count

Number of transfers the agent has received both warm and blind transfers to agent

Conference Time

Time

The total time spent on conference call by the agent (the time since the conference has been established to the time the interaction ends (one of the last two participants hangs up)

On Hold Time
(Hold Time)

Pure

Time

The time the agent has spent placing a customer or agent on hold on any line

n/a

Hold

Pure

Count

The number of call holds the agent has performed

n/a

Longest Hold (short description: Long Hold)

Pure

Time

The longest duration an agent has placed a call on hold out of the total number of interactions handled by the agent in a specific queue

Last Login
(Last In)

Pure

Timestamp

The last time the agent logged in

n/a

Last Logout
(Last Out)

Pure

Timestamp

The last time the agent logged out

n/a