The following tables provide metrics definitions for all the metrics available in the agent and queue interactions reports:
Note:
Contact Center Analytics reports take into consideration the ongoing interactions in computing the metrics for each row in order to offer a better view of what happened in the Contact Center. For example, an interaction that entered the queue in the previous time interval and was not accepted or abandoned or diverted (is waiting in queue) is reflected in the Entered metric for the current interval as well.
Agent Interactions - Summary
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Agent Interactions | Summary | Presented | The total number of interactions offered to the agent (includes interactions which continue to be presented in the next interval) | |
Dimensions:
| Accepted | The total number of interactions accepted by the agent | ||
Abandoned | The total number of interactions abandoned by a customer while being presented to the agent | |||
Abandoned % | The percentage of interactions abandoned by the agent over the total number of interactions that entered the queue | Abandoned / Entered * 100 | ||
Accepted % | The percentage of interactions answered by the agent over the total number of interactions that entered the queue | Accepted / Entered * 100 | ||
Alerting | The total number of interactions that are currently being presented to the agent via a queue or outside of a queue, not including direct agent calls and direct agent chats | |||
Average Busy Time | The average time the agent has spent in the Offering, Handling, and Wrap Up states | |||
Average Handling Time | The average time spent by an agent in the Handling state (includes hold time) | |||
Average Hold Time | The average duration an agent has placed a call on hold | Hold Time / Number of Holds | ||
Average Speed to Answer | The average time taken by an agent to answer while being offered an interaction | |||
Average Wrap Up Time | The average time spent by an agent in the Wrap Up state
| Wrap Up Time / Number of wrap ups | ||
Blind Transfers Initiated | The total number of blind transfers initiated by an agent (to an agent or to a queue) | |||
Blind Transfer to Queue | The total number of blind transfers to queues initiated by an agent | |||
Blind Transfer to Agent | The total number of blind transfers initiated and received by an agent (outside of a queue) | |||
Blind Transfers Received | The total number of blind transfers received by an agent | |||
Busy Time | The total time the agent has spent in the Offering, Handling, and Wrap Up states | |||
Handling Time | The total time the agent has spent in the Handling state (from the time that an interaction is accepted by an agent until it is terminated) | |||
Hold | The total number of call holds the agent has performed | |||
Hold time | The total time the agent has spent placing a customer or agent on hold on any line | |||
Longest Hold Time | The longest time the agent has spent placing a customer or agent on hold on any line | |||
Longest Offering 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 | |||
Offering Time | The total time an interaction has spent being offered to the agent (from the moment the interaction is presented to the agent until the agent takes an action or the system stops presenting the interaction to the agent, such as if the presentation time expires) | |||
Processing Time | The total time the agent has spent in the Handling and Wrap Up states (from the time that an interaction is accepted by an agent until it is wrapped up) | |||
Rejected | The total number of interactions rejected by the agent | |||
Rejected Timeout | The total number of interactions presented to an agent but not accepted during the allocated time | |||
Rejected % | The percentage of interactions rejected by the agent over the total number of interactions that entered the queue | Rejected / Entered * 100 | ||
Transfers initiated | The total number of transfers initiated by an agent (either to an agent or to a queue via blind/warm transfer) | |||
Transfers Initiated % | The total number of transfers initiated by an agent (either to an agent or to a queue via blind / warm transfer) over the number of total accepted interactions | (Blind Transfers to Queue + Blind Transfers to Agent + Warm Transfers Completed) / Accepted * 100 | ||
Transfers received | The total number of transfers received by an agent (either to an agent or to a queue via blind/warm transfer) | |||
Warm Transfers Completed (warm transfer initiated) | The total number of warm transfers initiated by an agent | |||
Warm Transfers Received | The total number of warm transfers received by an agent | |||
Wrap Up Time | The total time the agent has spent in the Wrap Up state post-processing an interaction (from the time that an accepted interaction is terminated until it is wrapped up) | |||
Focus Time | The total time an agent actively viewed and worked on digital interactions. | |||
Average Focus Time | The average time an agent had digital interactions in focus. |
Agent Interactions - Call Summary
Report Category | Report Template | Metrics | Formula | |
|---|---|---|---|---|
Agent Interactions | Call Summary | direct inbound | The total number of direct calls to the agent, excluding agent-to-agent calls | |
Dimensions:
| direct inbound time | The total time (includes Offering + Handling + Wrap Up) spent on direct calls to the agent, excluding agent-to-agent calls (this is the equivalent of busy time for inbound queues, but for agent direct inbound calls) | ||
avg direct inbound time | The average time spent by an agent on direct calls, excluding agent-to-agent calls | |||
direct outbound | The total number of calls made by the agent, excluding outbound queue calls and agent-to-agent calls | |||
direct outbound time | The total time (includes Offering + Handling + Wrap Up) spent 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) | |||
avg direct outbound time | The average time spent by an agent on outbound calls made by an agent, excluding outbound queue calls and agent-to-agent calls | |||
internal calls | The total number of agent-to-agent calls initiated or received | |||
internal calls time | The total time (includes Offering + Handling + Wrap Up) spent on agent-to-agent calls | |||
Internal calls initiated | The total number of agent-to-agent calls initiated by the agent | |||
Internal calls received | The total number of agent-to-agent calls received by the agent | |||
Hold | The total number of call holds the agent has performed | |||
Hold time | The total time the agent has spent placing a customer or agent on hold on any line | |||
Longest Hold Time | The longest time the agent has spent placing a customer or agent on hold on any line | |||
Consultations established | The number of times the agent successfully established an outbound call, while another call is on hold, by an agent (this counter does not decrease the "outbound direct interaction established" value, which increases at the same time as this counter) | |||
Conferences | The total number of conferences (join lines) the agent was part of | |||
Conference time | The total time spent on conference calls by the agent (the time since the conference has been established to the time the interactions ends (one of the last 2 participants hangs up)) | |||
Conferences established | The total number of conferences (join lines) the agent has initiated | |||
Conferences established time | The total time spent by the agent in conference calls that the agent has initiated | |||
Conferences received | The total number of conferences (join lines) the agent has received | |||
Conferences received time | The total time spent by the agent in conference calls that the agent has received | |||
Transfers initiated | The total number of transfers initiated by an agent (either to an agent or to a queue via blind/warm transfer) | |||
Transfers received | The total number of transfers received by an agent (either to an agent or to a queue via blind/warm transfer) | |||
Blind Transfers Initiated | The total number of blind transfers initiated by an agent (to an agent or to a queue) | |||
Blind Transfer to Queue | The total number of blind transfers to queues initiated by an agent | |||
Blind Transfer to Agent | The total number of blind transfers initiated and received by an agent (outside of a queue) | |||
Blind Transfers Received | The total number of blind transfers received by an agent | |||
Warm Transfers Completed (warm transfer initiated) | The total number of warm transfers initiated by an agent | |||
Warm Transfers Received | The total number of warm transfers received by an agent |
Agent Interactions - Handling and Wrap Up
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Agent Interactions | Handling and Wrap up | Offering Time | The total time the agent has spent in the Offering state (from the time that an interaction is presented to the agent until it is accepted) | |
Dimensions:
| Avg Offering Time | The average time the agent has spent in the Offering state (also called AVG SPEED OF ANSWER) | ||
Handling Time | The total time the agent has spent in the Handling state (from the time that an interaction is accepted by an agent until it is terminated) | |||
Avg Handling Time | The average time the agent has spent in the Handling state (includes hold time) | |||
Wrap Up Time | The total time the agent has spent in the Wrap Up state (from the time that an accepted interaction is terminated until it has been wrapped up) | |||
Avg Wrap Up Time | The average time the agent has spent in the Wrap Up state
| Wrap Up Time/Number of wrap ups | ||
Processing Time | The total time the agent has spent in the Handling and Wrap Up states | |||
Avg Processing Time | The average time the agent has spent in the Handling and Wrap Up states | |||
Busy Time | The total time the agent has spent in the Offering, Handling, and Wrap Up states | |||
Avg Busy Time | The average time the agent has spent in the Handling, Wrap Up, and Offering states |
Agent Interactions - By Wrap up Codes
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Agent Interactions | By Wrap up Codes | Count | The total number of times the transaction code has been used | |
Dimensions:
| Time | The total time spent processing (Handling and Wrap Up) interactions by an agent that finished with them using the transaction code |
Agent Status - Time on Status
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Agent Status | Time on Status | Available Time | The total time the agent has spent in the Available state | |
Dimensions:
| Available Time % | The percentage of time the agent has spent in the Available state over the Logged In time | ||
Handling Time | The total time the agent has spent in the Offering and Handling states (from the moment the interaction is accepted by the agent until it is terminated) | |||
Handling Time % | The percentage of time the agent has spent in the Offering and Handling states over the Logged In time | |||
Wrap Up Time | The total time the agent has spent in the Wrap Up state (from the moment the accepted interaction is terminated until it is wrapped up) | |||
Wrap Up Time % | The percentage of time the agent has spent in the Wrap Up state over the Logged In time | |||
Working Offline Time | The total time the agent has spent in the Work Offline state | |||
Working Offline Time % | The percentage of time the agent has spent in the Work Offline state over the Logged In time | |||
On Break Time | The total time the agent has spent in the On Break state | |||
On Break Time % | The percentage of time the agent has spent in the On Break state over the Logged In time | |||
Busy Time | The total time the agent has spent in the Handling and Wrap Up states | |||
Busy Time % | The percentage of the time the agent has spent in the Handling and Wrap Up states over the Logged In time | |||
Logged In Time | The total time the agent has spent in the Logged In state | |||
Logged In Time % | The percentage of time the agent has spent in the Logged In state | |||
By Status Code | Time | The total time the agent has spent in the selected state | ||
Time % | The percentage of time the agent has spent in the selected state |
Queue Interactions - Summary
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Queue Interactions | Summary | Entered | The total number of interactions that entered the queue | |
New in Queue | The total number of interactions that have entered the queue and waiting to be handled within the specified time interval only. | |||
Dimensions:
| Accepted | The total number of interactions answered by the agent | ||
Accepted in SLA | The total number of interactions answered by all agents under the SLA Threshold Time | |||
Accepted in SLA % | The percentage of interactions answered by all agents under the SLA Threshold Time over the number of all accepted interactions | |||
SLA % | SLA % = Accepted in SLA / (Entered - Short Abandoned - (Ongoing Interactions < SLA Threshold Time)) * 100 Offline media type (Email, Voicemail): SLA % = Accepted in SLA / (Accepted + Dropped + Diverted + (Ongoing > SLA Threshold)) Online media type (Inbound/Outbound, Chat): Accepted in SLA / (Accepted + Abandoned + Diverted + (Ongoing > SLA Threshold) - Short Abandon) Glossary:
| |||
Average waiting time for accepted transactions | The average time an interaction spent in the queue, from the time it entered the queue until it was accepted by an agent | |||
Longest Wait in queue | The time of the current longest wait to be served in the queue | Accepted / Entered * 100 | ||
Average Wait in queue | The average time an interaction has spent in the queue:
| |||
Handling Time | The time the agent has spent in the Handling state (from the time that an interaction is accepted by an agent until it is terminated) | |||
Avg Handling Time | The average time the agent has spent in the Handling state (includes hold time) | |||
Wrap Up Time | The total time the agent has spent in the Wrap Up state | |||
Avg Wrap Up Time | The average time the agent has spent in the Wrap Up state
| Wrap Up Time/Number of wrap ups | ||
Processing Time | The total time the agent has spent in the Handling and Wrap Up states (from the time that an interaction is accepted by an agent until it is wrapped up) | |||
Avg Processing Time | The average time the agent has spent in the Handling and Wrap Up states | |||
Busy Time | The total time the agent has spent in the Offering, Handling, and Wrap Up states (from the time that an interaction is presented to the agent until it is wrapped up) | |||
Avg Busy Time | The average time the agent has spent in the Offering, Handling, and Wrap Up states |
Queue Interactions - Abandoned
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Queue Interactions | Abandoned | Entered |
(Excludes short abandoned) | |
New in Queue | The total number of interactions that have entered the queue and waiting to be handled within the specified time interval only. | |||
Dimensions:
| Accepted | The total number of interactions answered by the agent | ||
Accepted % | The percentage of all interactions answered by the agent over the number of entered interactions | |||
Diverted | The total number of interactions that entered and left the queue without being ended (the interactions were forwarded to another queue, transferred, or forwarded within an IVR script) | |||
Diverted % | 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 that entered the queue | Diverted / Entered * 100 | ||
Offering | The total number of interactions that are currently being presented to the agent | |||
Offering % | The percentage of all currently-presented interactions over the total number of interactions that entered the queue | Offering / Entered * 100 | ||
Short Abandoned | All interactions that finish (end) in abandonment but are under the short abandonment threshold | Short Abandonment Threshold is set to 5s by default | ||
Short Abandoned % | The percentage of all interaction that entered the queue and ended up as being hung up by the customer or by the agent before being accepted by the customer (in case of outbound calls) in under the short abandonment threshold, over the total of interactions that entered the queue | Short Abandoned / Entered * 100 | ||
Abandoned | The number of interactions that terminated in the queue and ended up as being hung up by the customer (excludes short abandoned) | |||
Abandoned % | The percentage of interactions that terminated in the queue without being served over the total number of interactions that entered the queue (excludes short abandoned) | Abandoned / Entered * 100 | ||
Total Abandoned | The total number of all interactions that entered the queue and ended up as being hung up by the customer (includes short abandoned) | Short Abandoned + Abandoned | ||
Total Abandoned % | The percentage of all interactions that ended up as abandonments over the total number of interactions that entered the queue (includes short abandoned) | Total Abandoned / Entered * 100 | ||
Average Abandon time | The average time spent by all interactions in the queue waiting to be served that ended up as an abandonment (includes short abandoned) | Average Abandoned Time = (Short Abandon time + Abandon time) / Total Abandoned | ||
Longest Abandon time | The longest time an interaction spent waiting in a queue to be served and ended up as an abandonment | |||
< 5s | The total number of abandoned interactions under 5 seconds in length | |||
< 5s % | The percentage of the Total Abandoned interactions under 5 seconds in length over the total Entered interactions | Total Abandoned < 5s / Entered * 100 | ||
5s ‒ 10s | The total number of abandoned interactions between 5 and 10 seconds in length | |||
5s ‒ 10s % | The percentage of the Total Abandoned interactions between 5 and 10 seconds in length over the total Entered interactions | Total Abandoned between 5s - 10s / Entered * 100 | ||
10s ‒ 20s | The total number of abandoned interactions between 10 and 20 seconds in length | |||
10s ‒ 20s % | The percentage of the Total Abandoned interactions between 10 and 20 seconds in length over the total Entered interactions | Total Abandoned between 10s - 20s / Entered * 100 | ||
20s ‒ 30s | The total number of abandoned interactions between 20 and 30 seconds in length | |||
20s ‒ 30s % | The percentage of the Total Abandoned interactions between 20 and 30 seconds in length over the total Entered interactions | Total Abandoned between 20s - 30s / Entered * 100 | ||
30s ‒ 45s | The total number of abandoned interactions between 30 and 45 seconds in length | |||
30s ‒ 45s % | The percentage of the Total Abandoned interactions between 30 and 45 seconds in length over the total Entered interactions | Total Abandoned between 20s - 30s / Entered * 100 | ||
45s ‒ 1m | The total number of abandoned interactions between 45 seconds and 1 minute in length | |||
45s ‒ 1m % | The percentage of the Total Abandoned interactions between 45 seconds and 1 minute in length over the total Entered interactions | Total Abandoned between 45s - 1m / Entered * 100 | ||
1m ‒ 2m | The total number of abandoned interactions between 1 and 2 minutes in length | |||
1m ‒ 2m % | The percentage of the Total Abandoned interactions between 1 and 2 minutes in length over the total Entered interactions | Total Abandoned between 1m - 2m / Entered * 100 | ||
2m ‒ 5m | The total number of abandoned interactions between 2 and 5 minutes in length | |||
2m ‒ 5m % | The percentage of the Total Abandoned interactions between 2 and 5 minutes in length over the total Entered interactions | Total Abandoned between 2m - 5m / Entered * 100 | ||
5m ‒ 10m | The total number of abandoned interactions between 5 and 10 minutes in length | |||
5m ‒ 10m % | The percentage of the Total Abandoned interactions between 5 and 10 minutes in length over the total Entered interactions | Total Abandoned between 5m - 10m / Entered * 100 | ||
> 10m | The total number of abandoned interactions over 10 minutes in length | |||
> 10m % | The percentage of the Total Abandoned interactions over 10 minutes in length over the total Entered interactions | Total Abandoned above 10 min / Entered * 100 |
Queue Interactions Accepted - Online
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Queue Interactions | Accepted - Online (Phone / Chat) media types only | Entered | The total number of interactions (phone/chat) that entered the queue | Accepted in SLA / (Accepted + Abandoned + Dropped + Diverted + (Ongoing > SLA Threshold) - Short Abandon) |
Dimensions:
| Accepted | The total number of interactions (phone/chat) answered by the agent | ||
< 5s | The total number of interactions answered by the agent in under 5 seconds (from the moment the interaction enters the queue until it is answered) | |||
< 5s % | The percentage of accepted interactions in under 5 seconds over the total accepted interactions | Accepted under 5s / Accepted * 100 | ||
5s ‒ 10s | The total number of interactions answered by the agent in between 5 and 10 seconds (from the moment the interaction enters the queue until it is answered) | |||
5s ‒ 10s % | The percentage of accepted interactions in between 5 and 10 seconds over the total accepted interactions | Accepted between (5s-10s) / Accepted * 100 | ||
10s ‒ 20s | The total number of interactions answered by the agent in between 10 and 20 seconds (from the moment the interaction enters the queue until it is answered) | |||
10s ‒ 20s % | The percentage of accepted interactions in between 10 and 20 seconds over the total accepted interactions | Accepted between (10-20s) / Accepted * 100 | ||
20s ‒ 30s | The total number of interactions answered by the agent in between 20 and 30 seconds (from the moment the interaction enters the queue until it is answered) | |||
20s ‒ 30s % | The percentage of accepted interactions in between 20 and 30 seconds over the total accepted interactions | Accepted between (20-30s) / Accepted * 100 | ||
30s ‒ 45s | The total number of interactions answered by the agent in between 30 and 45 seconds (from the moment the interaction enters the queue until it is answered) | |||
30s ‒ 45s % | The percentage of accepted interactions in between 30 and 45 seconds over the total accepted interactions | Accepted between (30-45s) / Accepted * 100 | ||
45s ‒ 1m | The total number of interactions answered by the agent in between 45 seconds and 1 minute (from the moment the interaction enters the queue until it is answered) | |||
45s ‒ 1m % | The percentage of accepted interactions in between 45 seconds and 1 minute over the total accepted interactions | Accepted between (45s-1min) / Accepted * 100 | ||
1m ‒ 2m | The total number of interactions answered by the agent in between 1 and 2 minutes (from the moment the interaction enters the queue until it is answered) | |||
1m ‒ 2m % | The percentage of accepted interactions in between 1 and 2 minutes over the total accepted interactions | Accepted between (1-2 min) / Accepted * 100 | ||
2m ‒ 5m | The total number of interactions answered by the agent in between 2 and 5 minutes (from the moment the interaction enters the queue until it is answered) | |||
2m ‒ 5m % | The percentage of accepted interactions in between 2 and 5 minutes over the total accepted interactions | Accepted between (2-5 min) / Accepted * 100 | ||
5m ‒ 10m | The total number of interactions answered by the agent in between 5 and 10 minutes (from the moment the interaction enters the queue until it is answered) | |||
5m ‒ 10m % | The percentage of accepted interactions in between 5 and 10 minutes over the total accepted interactions | Accepted between (5-10 min) / Accepted * 100 | ||
> 10m | The total number of interactions answered by the agent in more than 10 minutes (from the moment the interaction enters the queue until it is answered) | |||
> 10m % | The percentage of accepted interactions in more than 10 minutes over the total accepted interactions | Accepted over 10 min / Accepted * 100 |
Queue Interactions Accepted - Offline
Report Category | Report Template | Metrics | Metrics Definitions | Formula |
|---|---|---|---|---|
Queue Interactions | Accepted - Offline (Email / Voicemail) media types only | Entered | The total number of interactions (email/voicemail) that entered the queue | Accepted in SLA / (Accepted + Abandoned + Dropped + Diverted + (Ongoing > SLA Threshold) - Short Abandon) |
Dimensions:
| Accepted | The total number of interactions (email/voicemail) answered by the agent | ||
< 30m | The total number of interactions answered by the agent in under 30 minutes (from the moment the interaction enters the queue until it is answered) | |||
< 30m % | The percentage of the accepted interactions in under 30 minutes over the total accepted interactions | Accepted under 30 min / Accepted * 100 | ||
30m ‒ 1h | The number of interactions answered by all agents in between 30 min and 1 hour (from the moment the interaction Entered the queue) | |||
30m ‒ 1h % | The percentage of the accepted interactions in between 30 min and 1 hour over the total accepted interactions | Accepted between (30min - 1hour) / Accepted * 100 | ||
1h ‒ 1h30m | The number of interactions answered by all agents in between 1 and 1.5 hours (from the moment the interaction Entered the queue) | |||
1h ‒ 1h30m % | The percentage of the accepted interactions in between 1 and 1.5 hours over the total accepted interactions | Accepted between (1h - 1h30min) / Accepted * 100 | ||
1h30m ‒ 2h | The number of interactions answered by all agents in between 1.5 and 2 hours (from the moment the interaction Entered the queue) | |||
1h30m ‒ 2h % | The percentage of the accepted interactions in between 1.5 and 2 hours over the total accepted interactions | Accepted between (1h30min - 2hour) / Accepted * 100 | ||
2h ‒ 3h | The number of interactions answered by all agents in between 2 and 3 hours (from the moment the interaction Entered the queue) | |||
2h ‒ 3h % | The percentage of the accepted interactions in between 2 and 3 hours over the total accepted interactions | Accepted between (2-3hour) / Accepted * 100 | ||
> 3h | The number of interactions answered by all agents in over 3 hours (from the moment the interaction Entered the queue) | |||
> 3h % | The percentage of the accepted interactions in over 3 hours over the total accepted interactions | Accepted over 3 hour / Accepted * 100 |