Glossary  Historical Reports
The following tables provide metrics definitions for all the metrics available in the agent and queue interactions reports:
 Agent Interactions  Summary
 Agent Interactions  Call Summary
 Agent Interactions  Handling and Wrap Up
 Agent Interactions By Wrap Up Codes
 Agent Status  Time on Status and by Status Codes
 Queue Interactions Summary
 Queue Interactions Abandoned
 Queue Interactions Accepted Online
 Queue Interactions Accepted Offline
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  
Rejected  The total number of interactions rejected by the agent  
Abandoned  The total number of interactions abandoned by a customer while being presented to the agent  
Rejected Timeout 
The total number of interactions presented to an agent but not accepted during the allocated time 

Offering  The total number of interactions that are currently being presented to the agent (when an interval has ended but an interaction is still being presented to the agent)  
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  
Accepted %  The percentage of interactions answered by the agent over the total number of interactions that entered the queue  Accepted / Entered * 100  
Rejected %  The total number of interactions rejected by the agent  Rejected / Entered * 100  
Abandoned %  The percentage of interactions abandoned by the agent over the total number of interactions that entered the queue  Abandoned / Entered * 100  
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)  
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)  
Wrap Up Time  The total time the agent has spent in the Wrap Up state postprocessing an interaction (from the time that an accepted interaction is terminated until it is wrapped up)  
Busy Time  The total time the agent has spent in the Offering, Handling, and Wrap Up states  
Avg Offering Time  The average time spent by an agent while being offered an interaction (also called Avg Speed to Answer)  
Average Speed to Answer  The average time taken by an agent to answer while being offered an interaction  
Average Handling Time  The average time spent by an agent in the Handling state (includes hold time)  
Average Wrap Up Time 
The average time spent by an agent in the Wrap Up state Note: This excludes interactions such as agenttoagent calls or chats without a wrapup. 
Wrap Up Time / Number of wrap ups  
Average Busy Time  The average time the agent has spent in the Offering, Handling, and Wrap Up states  
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  
Average Hold Time  The average duration an agent has placed a call on hold  Hold Time / Number of Holds  
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 
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 agenttoagent calls  
Dimensions:

direct inbound time  The total time (includes Offering + Handling + Wrap Up) spent on direct calls to the agent, excluding agenttoagent 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 agenttoagent calls  
direct outbound  The total number of calls made by the agent, excluding outbound queue calls and agenttoagent calls  
direct outbound time  The total time (includes Offering + Handling + Wrap Up) spent on calls made by the agent, excluding outbound queue calls and agenttoagent 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 agenttoagent calls  
internal calls  The total number of agenttoagent calls initiated or received  
internal calls time  The total time (includes Offering + Handling + Wrap Up) spent on agenttoagent calls  
Internal calls initiated  The total number of agenttoagent calls initiated by the agent  
Internal calls received  The total number of agenttoagent 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 Note: This excludes interactions such as agenttoagent calls or chats without a wrapup. 
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 Note: This excludes interactions such as agenttoagent calls or chats without a wrapup. 
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 currentlypresented 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 (5s10s) / 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 (1020s) / 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 (2030s) / 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 (3045s) / 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 (45s1min) / 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 (12 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 (25 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 (510 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 (23hour) / 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 