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Glossary

The following tables provide metrics definitions for all the metrics available in the queue and agent performance widgets.

Queue Summary Metrics

Metric Name Information (Pure/Computed) Metric Type Value Description Formula
Real-Time 15 Min 30 Min 1 Hour 4 Hours 8 Hours 12 Hours Today
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 % = (Acc Interactions < SLA Time Threshold) / [(Abandonment Interaction > Short Abd Threshold) + ACC Interactions + (Ongoing Interactions > SLA Time Threshold)] * 100
Glossary:
  • Acc Interactions < SLA Time Threshold: Interactions that were finished by the agent accepting the offer
  • Abandonment Interaction > Short Abd Threshold: Interactions where the customer hung up before the agent could accept the interaction (but only if the Short Abandonment time has been exceeded)
  • Acc Interactions: All interactions that have been accepted
  • Ongoing Interactions > STA Time Threshold: All ongoing interactions that have already exceeded the SLA Time Thresholds
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)
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 Enabled Agents - Logged out Agents
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 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 spent in the queue waiting to be served (time starts from the point the interaction enters the queue to when it is offered to the agent) Sum of all interaction Waiting Time / number of interactions (Entered)
Longest Wait
(Longest Wait Q)
Pure         Time The time of the current longest wait to be served in the queue n/a
Entered
(Ent)
Computed           Count The number of interactions that entered the queue accepted + abandoned + waiting in queue
Accepted
(Accpt)
Pure           Count The number of interactions answered by all agents n/a
Accepted %
(Accpt %)
Computed           % The percentage of interaction answered by all the 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 (Entered)
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 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) n/a
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 Diverted / Entered * 100
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 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 (All non-email interactions) The total number of chat interactions that are currently being handled n/a
Total Interaction Wrap up
(TIWU)
Pure           Count (Chat only) The total number of chat interactions that are currently found in the wrap up state n/a
Average Handling Time
(STA)
Computed           Count (All non-email interactions) Average time spent by all agents in the handling state that also includes hold time Sum of all the Interactions found in the Handling State / number of interactions (Entered)

Agent Performance Metrics

Metric Name Information (Pure/Completed) Metric Type Value Description Formula
Real-Time 15 Min 30 Min 1 Hour 4 Hours 8 Hours 12 Hours Today
Accepted
(Accpt)
Pure           Count The number of interactions answered by agents n/a
Presented Offered
(Alert)
Pure           Count The number of interactions offered to agents n/a
Average Handling Time
(AHT)
Computed           Time The average time spent by an agent in the Handling state (includes hold time) (Sum of all the Interactions found in the Handling state) / number of interactions (Entered)
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
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) his 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
(Rejct)
Pure           Count The number of interactions that were offered but declined by the agent n/a
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
Average Offering Time
(AOT)
Computed           Time The average time the agent takes to respond to a presented interaction (also called AVG SPEED OF ANSWER) (Sum of all the Interactions offered time) / number of interactions (Entered)
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 state (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
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
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

Agent Resources Metrics

Metric Name Information (Pure/Completed) Metric Type Value Description Formula
Real-Time 15 Min 30 Min 1 Hour 4 Hours 8 Hours 12 Hours Today
Current Status
(Curr St)
Pure               Word (String) The current status of the agent n/a
Time on Media
(Time Med)
Pure               Time The current time spent by the agent across all media (phone, chat, email, and voicemail) n/a
Waiting in Queue
(Wait Q)
Pure               Count The current number of interactions in the queue n/a
Longest Wait
(Long Wait Q)
Pure               Time The time of the current longest wait to be served in the queue n/a
Available
(Avail)
Pure               Count The number of agents enabled, assigned, and in the Available state (idle waiting) n/a
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

 


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