Page Comparison

The number of interactions that have been removed from a queue because the estimated wait time exceeds the defined threshold.

The number of interactions that have been removed from a queue because

no agents are available for this queue

.

The number of interactions that have been removed from a queue because the

time spent waiting in the queue exceeds the defined threshold.

The number of interactions that have been removed from a queue

.

The number of interactions that have been removed from a queue

by the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.

Agents

The number of interactions currently waiting in a queue, not yet delivered to an agent. Currently Waiting does not include interactions in an IVR, for example, navigating menus.

The name of the destination from the Interaction

Plans Manager that the customer reached when contacting VCC.

Disposition Code

(if enabled for your account)

Disposition Codes

(if enabled for your account)

List

Disposition Codes (count)

(if enabled for your account)

Queues
Agent Presence
Groups
Skills
Physical Locations

The interaction plan where the queue is configured.

The status of the interaction. Interaction State can be one of the following states:

• Alerting. An outbound or internal interaction that is waiting for the second party to connect.
• IVR. Any interaction that is within an IVR.
• Queue. Any interaction that has one channel waiting in a queue.
• Connected - Active. More than two parties are connected.
• Connected - On Hold. One or more parties are placed on hold for live interactions, or parked for non-live interactions.
• Connected - Interrupted. The interaction has been interrupted (and put aside) while the agent focuses on a higher priority interaction.
• Completed - Abandoned. An interaction where the external party disconnected within the queue, or whilst the agent is being alerted.
• Completed - No Answer. An interaction initiated by an agent where the party being contacted did

• not answer.
• Completed - Agent No Answer. An outbound or internal interaction where the initiating agent did not answer.
• Completed - Answered. Any interaction that resulted in two parties being connected.

All breakouts are based upon interactions that ended as a result of one of the below queue breakout types:

• Completed - Breakout - Estimated Wait Time
• Completed - Breakout - Max Queue Length
• Completed - Breakout - Max Queue Time
• Completed - Breakout - No Agents
• Completed - Breakout - Voluntary 
• Completed 

List
Big Number
Donut

Interaction
Disposition Codes
Call Ratings

Timeframe
Queues
Media Types
Interaction States
Interaction Direction
Skill
Groups

Out of the Currently Waiting calls currently waiting, the call which has spent the longest time waiting in its current queue.

The

shortest time any interaction was handled by an agent.

Min Handle Time is the

shortest of the sums of Alerting Time, Connected Time and Wrap Time.

Min Handle Time does not include Parked (non-live Hold) and Interrupted Time.

Timeframe
Queues
Media Types (Phone)

Interaction Direction

Groups
Skills
Physical

Location

List
Big Number

Timeframe
Queues
Media

Types (Phone)
Interaction

Direction

Groups

Skills

Physical Location

Offered

Agents

Agents

The

number of times an agent was alerted to join an internal interaction between two agents. Offered Internal increases for both the initiating and receiving agent.
OR
The number of times an agent was alerted for a consult as part of an existing interaction with an external party. Offered Internal increases each time an agent is consulted.

These interactions can end up in Connected Internal or No Answer.

The number of interactions

initiated by the agent, where intended destination was an external party (Outbound). These can also be system generated outbound interactions. This does not indicate a connection to a second party.

These interactions can later increase either Connected Outbound or No Answer metrics.

Service Name / Reporting Group

The service name assigned to a queue.

The number of interactions that entered a queue and were terminated by the customer before a configured duration.
Unlike standard abandoned calls, short abandoned calls typically occur when a caller accidentally enters a queue. The short queueing duration give the agents no opportunity to handle the interaction.

Out of the Currently Waiting calls, the call which has spent the shortest time waiting in its current queue.

The number of interactions that were connected to more than one party (an agent plus another) for longer than the configured threshold. For example, the number of calls where the agent was connected to the customer for at least one minute. Significant Interactions can be used to filter out voicemail and short, insignificant conversations.

Queues
Agent Presence
Groups
Skills
Physical Locations

A comma-delimited, alphabetical list of skills that the interaction was tagged with.

Timeframe
Queues
Media Types
Interaction States
Skills ,
Groups

Big Number
Donut
Trend
List
Multi Big Number

The agent's presence state indicating the agents' availability. State - Presence can be one of the following states:

• Ready

• Ready for Outgoing

• Away

• Extended Away

• Logged Out

The time since the agent's interaction state was last changed, for example, from Idle to Ringing. or from Connected to Wrap.

The time since the agent last changed their presence, for example, from Away to Ready.

The total time an agent spent in the Connected state whilst another party was connected. For Inbound interactions, this is from the moment the agent answers the interactions; for Outbound and Internal interactions, it is from when the second party connects. Hold time is excluded.

The number of unique calls an agent has made or received. If an agent handles the same call multiple times—for example, an agent might transfer a call which is later transferred back again—the call will only be counted once. Total Unique includes missed, unanswered and failed calls.

The number of interactions that an agent did not answer including those when the agent's line was busy.