Page Comparison

Type

Group

Name

Description

Filter-only fields

Duration target

This filter-only field defines the duration for the Duration target met dimension. The duration target unit — milliseconds, seconds, minutes, hours, days — depends on the value in Duration unit.

Tip
Adding Duration target as a dashboard filter allows you to dynamically change the target duration dimension.

Duration unit

This filter-only field defines the duration unit — milliseconds, seconds, minutes, hours, days — for duration measures. By default, this is milliseconds.

Tip
Adding Duration unit as a dashboard filter allows you to dynamically change duration units.

Offset unit

This filter-only field defines the duration unit — milliseconds, seconds, minutes, hours, days — for offset measures. By default, this is milliseconds.

Tip
Adding Offset unit as a dashboard filter allows you to dynamically change offset units.

Dimensions

Conversation

ID

The unique identifier for the conversation. A conversation can contain multiple interactions, for example, an inbound call, a queued callback, and a subsequent callback attempt.

Interaction

Connect from

The address of the party that initiated the interaction; the source of the interaction.

For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases.

For an inbound interaction, it is the customer's address.
For an outbound interaction, it is the agent's callback number.
For an internal interaction, it is the agent's name.

Connect to

The address of the party being contacted by the interaction; the target of the interaction.

For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases.

For an inbound interaction, it is the address that the customer used when contacting VCC.
For an outbound interaction, it is the address of the customer being contacted.
For an internal interaction, this is the name of the agent being contacted.

ID

The unique identifier for the interaction.

Initial direction

The direction of the interaction when it started — one of Inbound (initiated by an external party), Outbound (initiated by an agent to an external party), or Internal (initiated by an agent to another agent).

Interaction plan

The name of the first interaction plan the interaction entered.

Interaction plan mapping

The name of the mapping that connected the interaction's initial destination to the first interaction plan.

Media manager

The origin of an interaction — one of VBC, VCC, Salesforce, or SkypeForBusiness (depending on features enabled for the account).

Media type

The means of communication used for the interaction. For example, Phone, Email, or External Work.

Outcome

The computed outcome of the interaction — one of:

For outbound
- Callback request delivered. A callback request was delivered to, and accepted by, an agent. An outbound call to the external contact who requested the callback starts.
  Note that this does not indicate a successful callback. The subsequent outbound call may have an outcome of callback connected, callback failed, or callback not connected.
- Callback request abandoned in bot.A callback request was abandoned while connected to a bot and no outbound call from an agent to the external contact was initiated. Note that this commonly occurs due to a queue breakout abandoning the queuing callback request.
- Callback connected.An outbound call from an agent to an external contact started and the external contact answered. The outbound call was initiated due to a callback request being routed to the agent.
- Callback not connected. An outbound call from an agent to an external contact started, but the external contact did not answer. The outbound call was initiated due to a callback request being routed to the agent.
- Callback failed. An outbound call from an agent to an external contact started, but the connection failed. The outbound call was initiated due to a callback request being routed to the agent.
- Outbound connected. An outbound interaction from an agent to an external contact started and the external contact accepted.
- Outbound not connected. An outbound interaction from an agent to an external contact started, but the external contact did not accept.
- Outbound failed. An outbound interaction from an agent to an external contact started, but the connection failed.
For inbound
Handled by agent. An inbound interaction from an external contact connected to at least one agent.
Handled by CCR. An inbound interaction from an external contact connected to another external contact through a Call Connect Router applet.
Abandoned in queue. An external contact on an inbound interaction ended the interaction while waiting in a queue.
Message taken. An external contact on an inbound interaction ended the interaction after leaving either a personal or group voicemail.
Abandoned in bot. An external contact on an inbound interaction ended the interaction while connected to a bot.
Callback requested. A callback was requested by an external contact while connected to a bot. The interaction ended.
For internal
Internal connected. An internal interaction from an agent to another agent started and the recipient agent accepted.
Internal not connected. An internal interaction from an agent to another agent started and the recipient agent did not accept.
Internal failed. An internal interaction from an agent to another agent started, but the connection failed. Note that this outcome is not currently available.
For all directions
Unknown. No interaction outcome criteria were met.

Service name

If you are using Interaction Plans Manager:

The service name value assigned to the interaction. Service name can be the name of the destination used to contact VCC, the name of the interaction plan in which the interaction was first processed, or the reporting group of the interaction plan in which the interaction was first processed.

Otherwise:

The service name value assigned to the interaction plan.

Status

The processing status of an interaction — one of Ongoing (the interaction is still being processed), Completed (the interaction has been processed), or InternalError (an error occurred during processing).

Interaction - start bucket

1 hour

The hour of the day in which the interaction started.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example 11.

Day of week

The day of the week on which the interaction started.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, Wednesday.

Tip
This dimension is commonly used to filter out interactions over the weekend.

Month (name)

The name of the month in which the interaction started.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, July.

Time of day

The time at which the interaction started to the nearest minute. In hh:mm format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 19:36.

Year

The year in which the interaction started. In YYYY format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2022.

Interaction - start date

15 min

The date and time at which the interaction started, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15.

Date

The date on which the interaction started. In YYYY-MM-DD format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31.

Month

The month in which the interaction started. In YYYY-MM format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07.

Quarter

The quarter of the year in which the interaction started. In YYYY-Qx format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2022-Q3

Time

The exact date and time at which the interaction started to the nearest second. In YYYY-MM-DD hh:mm:ss format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:36:45.

Week

The Monday of the week in which the interaction started. In YYYY-MM-DD format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-26.

Interaction channel

Agent ID

If Role is 'Agent', this is the unique identifier for the agent. This is the ID of the agent as defined in User Admin in the VCC admin portal during agent creation.

If Role is 'External' and the interaction went through a Call Connect Router applet, Agent ID is 'CCRConnect', otherwise the Agent ID is null.

If Role is 'Monitor', Agent ID is null.

End reason

The reason the channel ended — one of:

Released. Indicates the party hung up or was released in ContactPad.
Busy. Indicates the phone number was busy.
NoAnswer. Indicates the party did not answer.
Unreachable. Indicates the phone number was not reachable — possibly due to an incorrect number.
Rejected. Indicates the party rejected the call.
Failed. Indicates the channel failed to connect — possibly due to a network or telephony provider issue.

ID

The unique identifier for the channel.

Initiating agent ID

The unique identifier for the agent who initiated a consult or transfer.

Initiating reason

The reason the channel began — one of:

Callback. Indicates the channel connected due to a callback request. Only the outbound interaction of the phone callback is marked as Callback.
CallDivert. Indicates the channel connected due to CCR Applet.
Consult. Indicates that an agent consulted another agent. The receiving agent's channel is marked as Consult.
Internal. Indicates that an agent received an internal call from another agent.
Outbound. Indicates the party made an outbound call.
QueueDelivery. Indicates the channel connected directly following a Queue or AgentQueue event.
SecurePayment. Indicates the channel connected due to starting a secure payment.
Self. Indicates the party initiated the channel. This covers the first channel on an outbound interaction or inbound interaction, as well as a supervisor monitoring an interaction.
Transfer. Indicates the interaction was cold transferred to the agent.
Null ('null'). When none of the reasons above apply.

Role

The role of the party in the channel — one of External, Agent, or Monitor.

Sequence

The order in which the party in the channel joined the call or non-call interaction. Sequence is zero-based — the first party to join the interaction is 0.

Touchpoint

The address of the party in the channel, such as a phone number or email address (if known). For secure payment channels, the value is AgentAssist.

Interaction event

Applet type

The type of applet that the interaction entered at the time of the event.

Tip
To get only records with a value in this dimension, filter by Interaction Events Type equals 'Applet'.

Audio problem

The problem with the audio that the agent reported during the interaction event.

If available, Audio problem will be one of the following values: Too loud, Too quiet, Echo, Distortion, Background noise, Delay, Other.

If an agent reported multiple problems with the same interaction, those problems will appear in Audio problem for other interaction events.

Value is only populated for phone type interactions — it is null for any interactions that are not calls.

For information about audio problems, see Reporting problemsproblems in ContactPad.

Tip
To get only records with a value in this dimension, filter by Interaction Events Type equals 'AudioProblemReported'.

Call rating

The rating that the agent gave the interaction. If available, Call rating is a number 1–5.

Value is only populated for phone type interactions — it is null for any interactions that are not calls.

For information about call ratings, see see Post Call Quality RatingRating in ContactPad.

Tip
To get only records with a value in this dimension, filter by Interaction Events Type equals 'CallRating'.

Data source value

The value of a data source associated with the interaction. Only available when a data source has been mapped using Data Source Mapping.

For information about data source mapping, see Data Source Mappings.

Tip
To get only records with a value in this dimension, filter by Interaction Events Type equals 'DataSourceValueAquired'.

Disposition

The outcome of the interaction set by the agent. For information about disposition codes, see Disposition codes.

Tip
To get only records with a value in this dimension, filter by Interaction Events Type equals 'Disposition'.

Duration

The length of the event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Note
Duration for some event types is always 0.

Duration (time)

The time that the event lasted to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Duration target met

Indicates whether the duration of the event is within the duration defined in Duration target filter — either 'Yes' or 'No'.

End offset

The total time after the start of the interaction that the event ended. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

End offset (time)

The duration after the start of the interaction that the event ended in [h]:mm:ss format.

Initiating agent ID

The unique identifier for the agent who caused the event. Currently only available when an agent puts an interaction on hold.

Monitor type

The type of the monitoring for particular event — one of:

Coach. A monitor participant provided real-time guidance to an agent during the interaction. In coach mode, the monitor could communicate directly with the agent, but the contact couldn't hear the monitor's input. The agent was aware of the monitor's presence.
Join. A monitor participant actively participated in the ongoing interaction. In join mode, the monitor could communicate with both the agent and the contact, making it a three-way conversation. The agent and contact were aware of the monitor's presence.
ListenIn. A monitor participant silently listened to the interaction between an agent and a contact. In listen-in mode, the monitor could hear the conversation between the agent and the contact, but couldn't communicate with either. The agent and contact were unaware of the monitor's presence.

Name

The name of the queue, applet, interaction plan, or data source in events of the respective types.

Sequence

The order in which the event started within its channel. Sequence is zero-based — the first event to start is 0.

Start offset

The total time after the start of the interaction that the event started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Start offset (time)

The total time after the start of the interaction that the event started to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Subtype

The subtype of a Held event — one of:

Held. A phone type interaction is placed on hold by the agent.
Interrupted. A non-live interaction (for example, a case) is automatically interrupted by the system to take a higher priority interaction.
Parked. A non-live interaction (for example, a case) is parked by the user or by the system

Type

The type of event. Possible values are:

Abandoned. An agent abandoned the interaction. Abandoned type events have a duration of 0. (Agents should only abandon interactions in the event of a system error.)
AgentQueue - coming soon... An agent was queuing while warm transferring the interaction to queue. See Queue result for the result of the queue period.
Applet: The interaction entered an applet. Applet type events have a duration of 0. See Applet type and Name for the applet type and configured applet name.
AudioProblemReported. An agent reported an audio problem with the interaction. AudioProblemReported type events have a duration of 0. See Audio problem to report on the classification of the problem. AudioProblemReported events only occur during phone type interactions.
CallRating. An agent rated the audio quality of the interaction. CallRating type events have a duration of 0. See Call rating for the classification of the problem. CallRating events only occur during phone type interactions.
CallRecording. The audio for the channnel in which the interaction event took place was being recorded. CallRecording events only occur during phone type interactions.
Connected. A party was active on the interaction.
DataSourceValueAcquired. A mapped data source value was captured within an interaction plan. DataSourceValueAcquired type events have a duration of 0. See Name and Data source value and Name to report on the data source's name and value.
DeliveryFailed. The interaction was unable to connect. DeliveryFailed will follow a Ringing period. See Name for the reason for failure. Depending on the VCC configuration, agents will remain in this state until they change it manually, or the state changes automatically after a configured period of time. DeliveryFailed events only occur for agent channels.
Disposition. An agent set a disposition code for the interaction. Disposition type events have a duration of 0. Multiple disposition codes can be set on the same agent channel and across agent channels.
Held. A channel was put on hold. See Subtype dimension to report on different types of Held events.
InteractionPlan. The interaction entered an interaction plan. InteractionPlan events ends when the interaction enters another interaction plan, or when the interaction ends.
Queue. A party was queuing. See Queue result for the result of the queue period.
Ringing (also known as 'alerting'). For a phone type interaction, the destination user's device was ringing. For other interactions, the user was being offered the interaction before accepting. Ringing events with a duration of 0 are reported when a party connects to an interaction within a ringing period (inbound channel or auto-accept).
Wrap. The agent was wrapping up their involvement in the interaction. The agent is not connected to other parties during this period.

Interaction event - end bucket

1 hour

The hour of the day in which the event ended.

For example 11.

15 minutes

The time at which the event ended, rounded down to the nearest 15 minute period. In hh:mm format.

For example, 19:15.

Day of week

The day of the week on which the event ended.

For example, Wednesday.

Tip
This dimension is commonly used to filter out events over the weekend.

Month (name)

The name of the month in which the event ended.

For example, July.

Time of day

The time at which the event ended to the nearest minute. In hh:mm format. For example, 19:36.

Year

The year in which the event ended.In YYYY format.

For example, 2022.

Interaction event - end date

15 min

The date and time at which the event ended, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.

Date

The date on which the event ended in YYYY-MM-DD format.

For example, 2021-07-31.

Month

The month in which the event ended. In YYYY-MM format.

For example, 2021-07.

Quarter

The quarter of the year in which the event ended. In YYYY-Qx format.

For example, 2022-Q3

Time

The exact date and time at which the event ended to the nearest second. In YYYY-MM-DD hh:mm:ss format.

For example, 2021-07-31 19:36:45.

Week

The Monday of the week in which the event ended. In YYYY-MM-DD format.

For example, 2021-07-26.

Year

The year in which the event ended. In YYYY format.

For example, 2022.

Interaction event - queue

Presented skills

The skills that an interaction was tagged with when it entered this queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed.

Queue name

The name of the queue.

Result

The outcome of a queue event. Possible values are:

Delivered. Successfully connected to an agent
HangUp. Queueing party ended the interaction when in the queue
Cancelled outcomes (these are only possible on an agent queue event type):
- AgentTransfer. Queuing agent transferred the party on hold into the queue and left the interaction
Various breakouts (when these occur the interaction was routed elsewhere in the interaction plan). For information about breakouts, see Breakouts:
- AgentDeclineBreakout. Interaction was offered to an agent's personal queue and they declined it
- MaxEstimatedWaitTime. Estimated wait time was at the configured maximum when entering the queue
- NoAgentsBreakout. No agents were logged in and serving the queue/skill combination required
- QueueCapacityBreakout. Queue was at capacity when the interaction attempted to enter
- QueueTimeBreakout. Interaction queued for the maximum configured queue duration
- VoluntaryBreakout. Queueing party selected a voluntary breakout option

Virtual queues

The virtual queues that the interaction entered. Multiple values are separated by commas.

Interaction event - start bucket

15 minutes

The year in which the event started. In YYYY format.

For example, 2022.

1 hour

The hour of the day in which the event started.

For example 11.

Day of week

The time at which the event ended, rounded down to the nearest 15 minute period. In hh:mm format.

For example, 19:15.

Month (name)

The day of the week on which the event started.

For example, Wednesday.

Tip
This dimension is commonly used to filter out events over the weekend.

Time of day

The name of the month in which the event started.

For example, July.

Year

The time at which the event started to the nearest minute. In hh:mm format.

For example, 19:36.

Interaction event - start date

15 min

The date and time at which the event started, rounded down to the nearest 15 minute period. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.

Date

The date on which the event started in YYYY-MM-DD format.

For example, 2021-07-31.

Month

The month in which the event started. In YYYY-MM format.

For example, 2021-07.

Quarter

The quarter of the year in which the event started. In YYYY-Qx format.

For example, 2022-Q3

Time

The exact date and time at which the event started to the nearest second. In YYYY-MM-DD hh:mm:ss format.

For example, 2021-07-31 19:36:45.

Week

The Monday of the week in which the event started. In YYYY-MM-DD format.

For example, 2021-07-26.

Year

The year in which the event started. In YYYY format.

For example, 2022.

Measures

Event count

The number of events included in selected dimensions.

Event duration

Average

The average duration of selected events. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Maximum

The duration of the longest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Minimum

The duration of the shortest selected event. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Total

The total duration of selected events. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Event duration (time)

Average

The average duration of selected events to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Maximum

The duration of the longest selected event to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Minimum

The duration of the shortest selected event to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Total

The total duration of selected events to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Event duration percentile

2nd

The time that 2% of all selected events were completed within Unit is determined by filter-only field Duration unit. By default, in milliseconds.

25th

The time that 25% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

50th

The time that 50% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

75th

The time that 75% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

90th

The time that 90% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

98th

The time that 98% of all selected events were completed within. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

Event duration percentile (time)

2nd

The time that 2% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

25th

The time that 25% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

50th

The time that 50% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

75th

The time that 75% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

90th

The time that 90% of all selected events were completed within to the nearest second. In hh:mm:ss format.

or example, 01:32:54.

98th

The time that 98% of all selected events were completed within to the nearest second. In hh:mm:ss format.

For example, 01:32:54.

Event end date

Maximum

The end date and time of the most recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.

Minimum

The end date and time of the least recent selected event to the nearest minute. In YYYY-MM-DD hh:mm format.

For example, 2021-07-31 19:15.

Event offset

Average

The average time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Maximum

The maximum time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Minimum

The minimum time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Total

The total time after the start of the interaction that the selected events started. Unit is determined by filter-only field Offset unit. By default, in milliseconds.

Event offset (time)

Average

The average time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.

Maximum

The maximum time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.

Minimum

The minimum time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.

Total

The total time after the start of the interaction that the selected events started to the nearest second.
In hh:mm:ss format. For example, 01:32:54.

Event start date

Maximum

The start date and time of the most recent selected event to the nearest minute.
In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.

Minimum

The start date and time of the least recent selected event to the nearest minute.
In YYYY-MM-DD hh:mm format. For example, 2021-07-31 19:15.

Handle time

Note

title	Legacy measure

Handle time should no longer be used.

The total

handle

approximate time

for

agents spent working on interactions to the

interaction

nearest second. Unit is determined by filter-only field Duration unit. By default, in milliseconds.

If multiple agents have handled the

interaction

interactions, all agents' handle time in relation to the

interaction

interactions is included.

Handle time includes the time agents have spent in alerting, connected, and wrap states, for interactions where an agent connected.

For example, 5574000.

Handle time (time)

Note

title	Legacy measure

Handle time (time) has been replaced by Total agent handle time (time) and should no longer be used.

The total approximate time

that an agent or

agents

have

spent working with

an interaction

interactions to the nearest second

. In

. Unit is determined by filter-only field Duration unit. By default, in hh:mm:ss format.

If multiple agents have handled the

interaction

interactions, all agents' handle time in relation to the

interaction

interactions is included.

Handle time includes the time agents have spent in alerting, connected, and wrap states, for interactions where an agent connected.

For example, 01:32:54.

Interaction count

The number of interactions included in selected dimensions.

Interaction start date

Maximum

The start date and time of the most recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15.

Minimum

The start date and time of the least recent selected interaction to the nearest minute. In YYYY-MM-DD hh:mm format.

For an inbound interaction, this is when it arrived in VCC. For an outbound or internal interaction, this is when the agent initiated it.

For example, 2021-07-31 19:15.

...

VA result result indicates the status of the

Type	Group	Name	Description
Dimensions
	Interaction event
		Chat messages (count)	The	number of chat messages handled by the virtual agent.
		Result	The result indicates the status of the Virtual Agent session in Vonage AI Studio and can be one of three states: Resolved, Escalated, or Abandoned.
Measures
	[Virtual assistants] Chat messages (count)
		Average	The average number of messages sent or received during a chat-based virtual agent session.
		Maximum	The maximum number of messages sent or received during a chat-based virtual agent session.
		Minimum	The minimum number of messages sent or received during a chat-based virtual agent session.
		Total	The total number of messages sent or received during all chat-based virtual agent sessions.
	[Virtual Assistants] Entries (count)
		Average	The average number of times an interaction connected to a virtual agent.
		Maximum	The maximum number of times an interaction connected to a virtual agent.
		Minimum	The minimum number of times an interaction connected to a virtual agent.
		Total	The total number of times an interaction connected to a virtual agent.
	[Virtual Assistants] Time in virtual assistant (duration)
		Average	The average duration of virtual agent sessions in milliseconds.
		Maximum	The duration of the longest virtual agent session in milliseconds.
		Minimum	The duration of the shortest virtual agent session in milliseconds.
		Total	The total duration of virtual agent sessions in milliseconds.
	[Virtual Assistants] Time in virtual assistant (hh:mm:ss)
		Average	The average duration of virtual agent sessions in hh:mm:ss format.
		Maximum	The duration of the longest virtual agent session in hh:mm:ss format.
		Minimum	The duration of the shortest virtual agent session in hh:mm:ss format.
		Total	The total duration of virtual agent sessions in hh:mm:ss format.
	[Virtual Assistants] Time to abandon (duration)
		Average	The average duration of abandoned virtual agent sessions in milliseconds.
		Maximum	The duration of the longest abandoned virtual agent session in milliseconds.
		Minimum	The duration of the shortest abandoned virtual agent session in milliseconds.
		Total	The total duration of abandoned virtual agent sessions in milliseconds.
	[Virtual Assistants] Time to abandon (hh:mm:ss)
		Average	The average duration of abandoned virtual agent sessions in hh:mm:ss format.
		Maximum	The duration of the longest abandoned virtual agent session in hh:mm:ss format.
		Minimum	The duration of the shortest abandoned virtual agent session in hh:mm:ss format.
		Total	The total duration of abandoned virtual agent sessions in hh:mm:ss format.
	[Virtual Assistant] Time to escalate (duration)
		Average	The average duration of escalated virtual agent sessions in milliseconds.
		Maximum	The duration of the longest escalated virtual agent session in milliseconds.
		Minimum	The duration of the shortest escalated virtual agent session in milliseconds.
		Total	The total duration of escalated virtual agent sessions in milliseconds.
	[Virtual Assistants] Time to escalate (hh:mm:ss)
		Average	The average duration of escalated virtual agent sessions in hh:mm:ss format.
		Maximum	The duration of the longest escalated virtual agent session in hh:mm:ss format.
		Minimum	The duration of the shortest escalated virtual agent session in hh:mm:ss format.
		Total	The total duration of escalated virtual agent sessions in hh:mm:ss format.
	[Virtual Assistants] Time to resolve (duration)
		Average	The average duration of resolved virtual agent sessions in milliseconds.
		Maximum	The duration of the longest resolved virtual agent session in milliseconds.
		Minimum	The duration of the shortest resolved virtual agent session in milliseconds.
		Total	The total duration of resolved virtual agent sessions in milliseconds.
	[Virtual Assistants] Time to resolve (hh:mm:ss)
		Average	The average duration of resolved virtual agent sessions in hh:mm:ss format.
		Maximum	The duration of the longest resolved virtual agent session in hh:mm:ss format.
		Minimum	The duration of the shortest resolved virtual agent session in hh:mm:ss format.
		Total	The total duration of resolved virtual agent sessions in hh:mm:ss format.

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