Glossary: Agent and queue performance widgets

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

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.

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 % = 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

  
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

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 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
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

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