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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 OfferedBig Number
    ListAgent The number List of queues that the interaction entered. The most recently entered Timeframe
    Queues
    Short Abandoned number that entered 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.

    List
    Big NumberMedia Types

    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.

    AgentPhysical Locations

    A comma-delimited, alphabetical list of skills that agents are assigned.

    Excerpt

    The following metrics are available:

    Big NumberQueues
    Agent Presence
    Interaction Interaction
    Interaction StatesSkill No Answer Number BusyInteractionAgentInteractionInteraction States
    Interaction Direction
    Skill
    GroupsIndividual Skills
    Media Types
    Queues
    Skill CombinationsAgentQueue
    Media Type
    Individual Skill
    Skill CombinationQueues for interaction to be removed from a queue.AgentsAgentBreakouts (Capacity

    The number of interactions that have been removed from a queue because no agents are available for this queue.

    Canceled RecallCanceled Canceled TransferAgentInteraction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical LocationAgentInteractionQueues
    Agent Presence
    Interaction Current Media Type
    Agent Presence LocationsCurrent State Since time since the agent's presence or interaction state changed. Current State Since is the shortest of Time in Interaction State and Time in Presence.Queues
    Agent Presence
    Interaction

    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.

    List
    AgentThe number of interactions that failed to connect to an agent possibly due to configuration or network errorsBig NumberMulti Big NumberInteraction DirectionInteraction StateAgent PresenceSkills
    Physical LocationsQueues
    Interaction States
    Agent PresenceHandle TimeTimeframe
    The time that any party spent on hold (calls), or the interaction was parked (cases). If multiple hold events coincide for multiple parties then elapsed time is reportedInteractionInteractionThe interaction plan where the queue is configured

    The agent's current interaction activity. Interaction State can be one of the following states:

    • None. An agent with this interaction state is logged out and working on no interactions.

    • Idle. An agent with this interaction state is currently working on no interactions.

    • Alerting. An agent with this interaction state is being offered, but is yet to accept. an interaction.

    • Connected. An agent with this interaction state is actively connected to one or more interactions.

    • Unparked. An agent with this interaction state was working on a call, parked that call to take a priority call, and has now unparked the original call.

    • Resumed. An agent with this interaction state was working on an interaction, but was interrupted. After the interruption, the interaction was resumed.

    • Wrap. An agent with this interaction state is actively wrapping up one or more interactions.

    • Agent No Answer. The agent failed to answer an alerting interaction. The alert either timed out or the agent rejected the interaction.

    • Agent Number Busy. The agent being called declined the call or is busy on another call (outside VCC).

    • Number unobtainable. The agent's configured number could not be reached.

    • Call Rejected. The connection to this agent was rejected at some point while trying to connect.

    • Failed to Connect. Exact cause is undetermined.

    MetricData typeDescriptionWidget typeGroup byFilter by
    Abandon RateQueuesThe percentage of interactions in the queue that have been abandoned.Big Number
    Gauge
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Skills
    AbandonedQueues

    The number of interactions in a queue that have been abandoned.

    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Skills
    Accepted

    Agents

    		The sum of Accepted Inbound, Accepted Internal or Accepted Outbound. Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Accepted InboundAgents

    The number of times an interaction was successfully delivered from queue to an agent.

    A single interaction can be delivered multiple times to the same agent. Accepted Inbound increases each time the agent accepts the interaction.

    		Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Accepted InternalAgentsThe number of times an agent successfully connected on an internal interaction between two agents. Accepted Internal increases for both the initiating and receiving agent.
    OR
    The number of times an agent was consulted as part of an existing interaction with an external party. Accepted Internal increases each time an agent is consulted.

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

    		Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Accepted OutboundAgents

    The number of interactions initiated and accepted 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.

    		Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Agent (count)Agents

    The

    total

    number of agents by the selected grouping.

    Info
    titleDonut

    (Agent) Status
    (Agent) Location
    (Agent) Group
    (Agent) Audio Problem
    Disposition Codes
    Call Rating

    Timeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Agent Presence
    Groups
    Skills
    Physical Locations

    		Agent IDAgentsID of agent.

    List

    		Agent
    widget

    If Agents data is grouped by Presence State, the presence states that appear in a donut widget varies according to the level of detail:

    • If Level Of Detail is set to Overview, Agent (count) is displayed for each of the following state categories:

      • Ready

      • Away

      • Extended Away

      • Logged Out

    • If Level Of Detail is set to Detail, Agent (count) is displayed for each of the presence state categories or any of the specific agent presence states within them, for example:

      • Ready

        • Ready (Offline)

      • Away

        • Break
        • Coffee break
        • Tea break

      • Extended Away

        • Training
        • Lunch
      The Ready presence state can also be broken down further, for example: 
      • Idle
      • Connected
      • Wrap


    Big Number
    Donut

    (Agent) Presence State
    (Agent) Location
    (Agent) Group
    (Agent) Audio Problem
    Disposition Codes
    Call Rating

    Timeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Presence State
    Groups
    Skills
    Physical Locations

    		Interactions DetailsIDs of the agents who handled the interaction. The most recent agent is first.List

    Agent (count by interaction)AgentsThe number of agents in selected interaction states.Big Number
    Donut    		Interaction State

    Timeframe
    Queues
    Media Types
    Media Managers


    Interaction Direction
    Interaction States

    Presence State
    Groups

    		Agent Name

    Skills
    Physical Locations
    Licenses

    Agent IDAgentsID of agent.

    List

    		Agent

    Queues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations

    Interactions DetailsIDs of the agents who handled the interaction. The most recent agent is first.ListInteraction

    Timeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups

    Agent NameAgents (does not appear in list of metrics)

    		Name of agent.Not shown in widget builder list. Available to use as key in certain widgets.Agent

    Agent PresencePresence State
    Interaction State
    Timeframe
    Queues
    Media Types
    Media Managers
    Skills

    Interactions DetailsNames of the agents who most handled the interaction. The most recent agent is first.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Agent Number BusyAgentsThe number of times the agent rejected or missed an offered interactioncalls that the agent did not answer because their line was busy. Agent No AnswerNumber Busy is a subset of Unexpected.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Agent StateAgentsThe number of calls that the agent did not answer because their line was busy. Agent Number Busy is a subset of Unexpected.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations
    Agents AvailabilityQueuesThe number of agents in the queue who are available to handle interactions.

    Big Number
    Gauge
    List
    Multi Big Number

    		QueueQueues
    Agent Presence
    Groups
    Skills
    Physical Locations
    Agents Availability (by type)Queues

    The number of agents in the queue who are available to handle interactions of different kinds. Availability can be one or multiple of the following types:

    • Live (for example, Phone)
    • Semi-live (for example, Chat)
    • Non-live (for example, Case) 

    Big Number
    Gauge
    List
    Multi Big Number

    		QueueQueues
    Agent Presence
    Groups
    Skills
    Physical Locations
    Answer RateQueuesThe percentage of interactions in the queue that have been answered.Big Number
    Gauge
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    AnsweredQueuesThe number of calls successfully connected to an agent. Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Audio ProblemsAgents

    Audio problems reported by an agent separated by commas. Audio problems can be one or more of the following values:

    • Too loud
    • Too quiet
    • Echo
    • Distortion
    • Background noise
    • Delay
    • Other
    		ListAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations
    Interactions Details

    Audio problems reported for an interaction separated by commas. Audio problems can be one or more of the following values:

    • Too loud
    • Too quiet
    • Echo
    • Distortion
    • Background noise
    • Delay
    • Other
    		List

    A calculated summary state, determined by combining the agent's presence and agent interaction states.

    Agent State can be one of the following values:

    • Busy. Indicates that the agent is actively involved one or more interactions and may be unavailable for new interactions.
    • Idle. Indicates that the agent has no active interactions and can handle incoming interactions.
    • Idle (outbound). Indicates that the agent has no active interactions and can initiate new outbound interactions.
    • Idle (outbound). Indicates that the agent is in a ‘ready outbound’ presence state and the agent has no active interactions.
    • Idle (offline). Indicates that the agent has no active interactions and can initiate new outbound interactions and receive transfers. The agent is in a ‘ready offline’ presence state and the agent has no active interactions.
    • {presence state name}. Indicates that the agent is in a non-ready presence state (with a presence state category of ‘away’, ‘extended away’ or ‘logged out).
    • Unexpected. Indicates that one or more of the agent's interactions are in an 'unexpected' agent interaction state.
    • Wrap. Indicates that one or more of the agent's interactions are in a 'wrap' agent interaction state and all others are in an ‘unexpected’ state.
    		ListAgentsTimeframe
    Queues
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Licenses
    Agents AvailabilityQueuesThe number of agents in the queue who are available to handle interactions.

    Big Number
    Gauge
    List
    Multi Big Number

    		QueueQueues
    Presence State
    Groups
    Skills
    Physical Locations
    Agents Availability (by type)Queues

    The number of agents in the queue who are available to handle interactions of different kinds. Availability can be one or multiple of the following types:

    • Live (for example, Phone)
    • Semi-live (for example, Chat)
    • Non-live (for example, Case) 

    Big Number
    Gauge
    List
    Multi Big Number

    		QueueQueues
    Presence State
    Groups
    Skills
    Physical Locations
    Answer RateQueuesThe percentage of interactions in the queue that have been answered.Big Number
    Gauge
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups    		Audio Problems (count)AgentsThe number of audio problems reported by an agent.ListQueuing Party
    Skills
    AnsweredQueuesThe number of calls successfully connected to an agent. Big Number
    Gauge
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Interactions DetailsThe number of audio problems reported for an interaction.ListQueuing Party
    Skills
    Answered within targetQueuesThe number of interactions in a queue that are answered within the target (target is defined in Target Time to Answer option).Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    		Avg Handle TimeQueuesThe average time an agent spent handling interactions delivered from the queue. Average Handle Time is the average of the sum of Alerting Time, Connected Time and Wrap Time.List
    Big Number
    Multi Big Number    		Queuing Party
    Skills
    Audio ProblemsAgents

    Audio problems reported by an agent separated by commas. Audio problems can be one or more of the following values:

    • Too loud
    • Too quiet
    • Echo
    • Distortion
    • Background noise
    • Delay
    • Other
    		ListAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Queuing PartyPresence State
    Groups
    Skills
    Avg Wait TimeQueuesOut of the Currently Waiting calls, the average time a call has spent in its current queue.List
    Big Number
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Alerting TimeAgents

    The average time the system waited for the agent to accept or reject an inbound interaction—for calls this is the time the agent's phone was ringing.

    For outbound interactions, Avg Alerting Time is the average time the agent took to accept and connect to the interaction, not the average time the destination address took to answer (see Time To Answer).

    		List
    Big Number
    Multi Big Number    		AgentPhysical Locations
    Interactions Details

    Audio problems reported for an interaction separated by commas. Audio problems can be one or more of the following values:

    • Too loud
    • Too quiet
    • Echo
    • Distortion
    • Background noise
    • Delay
    • Other
    		ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Audio Problems (count)AgentsThe number of audio problems reported by an agent.ListAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Interactions DetailsThe number of audio problems reported for an interaction.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction DirectionInteraction States
    Interaction StateDirection
    Agent PresenceSkill
    GroupsSkills
    Physical Locations
    Avg Handle Avg Handle TimeAgentsQueuesThe average time the an agent spent handling interactions , which delivered from the queue. Average Handle Time is the average of the sum of Alerting Time, Connected Time and Wrap Time. Avg Handle Time does not include Parked (non-live hold) and Interrupted time.List
    Big Number
    Multi Big Number    		Individual Skills
    Media Types
    Queues
    Skill Combinations    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence
    Queuing Party
    Groups
    SkillsPhysical Locations
    Avg Talk Avg Wait TimeAgents

    The average time an agent spent connected to another party. For Inbound this is from the moment the agent accepts the interactions; for Outbound and Internal it is from when the second party connects. Hold time is excluded.

    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Avg Time to AbandonQueuesThe average time it took for callers to abandon interactions in the queue.Big Number
    Trend
    List
    Multi Big Number    		QueuesOut of the Currently Waiting calls, the average time a call has spent in its current queue.List
    Big Number
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Alerting TimeAgents

    The average time the system waited for the agent to accept or reject an inbound interaction—for calls this is the time the agent's phone was ringing.

    For outbound interactions, Avg Alerting Time is the average time the agent took to accept and connect to the interaction, not the average time the destination address took to answer (see Time To Answer).

    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Avg Handle Time to AnswerQueuesAgentsThe average time it took for agents to answer interactions in the queue.Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		the agent spent handling interactions, which is the average of the sum of Alerting Time, Connected Time and Wrap Time. Avg Handle Time does not include Parked (non-live hold) and Interrupted time.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills    		Avg Time to Breakout (Any)
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Avg Talk TimeAgents

    The average time

    an

    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination

    agent spent connected to another party. For Inbound this is from the moment the agent accepts the interactions; for Outbound and Internal it is from when the second party connects. Hold time is excluded.

    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Avg Time to Breakout (Capacity)AbandonQueuesThe average time it took for interactions to be removed from a queue because the number of waiting interactions for this queue exceeds the defined thresholdcallers to abandon interactions in the queue.Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Time to Breakout (Estimated Wait Time)AnswerQueues

    The average time it took for interaction to be removed from a queue because the estimated wait time exceeds the defined thresholdagents to answer interactions in the queue.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Time to Breakout (No AgentsAny)Queues

    The average time for an interaction to be removed from a queue because no agents are available for this queue.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination

    Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills

    Avg Time to Breakout (TimeCapacity)Queues

    The average time for interactions to be removed from a queue because the time spent waiting in the number of waiting interactions for this queue exceeds the defined threshold.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Time to Breakout (VoluntaryEstimated Wait Time)Queues

    The average time for interactions interaction to be 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 queuebecause the estimated wait time exceeds the defined threshold.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Wrap Time to Breakout (No Agents)Queues

    The average time

    the agent spent in the Wrap-Up state after handling a interaction.    		List
    Big Number
    Multi Big Number

    for interaction to be removed from a queue because no agents are available for this queue.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Queuing Party
    Skills
    Avg Time to Breakout (Time)Queues

    The number of interactions that have been average time for interactions to be removed from a queue because the number of waiting interactions for this time spent waiting in the queue exceeds the defined threshold.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (Estimated Wait TimeAvg Time to Breakout (Voluntary)Queues

    The number of interactions that have been average time for interactions to be removed from a queue because the estimated wait time exceeds the defined thresholdby the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills    		Breakouts (No Agents)QueuesBig Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Avg Wrap TimeAgentsThe average time the agent spent in the Wrap-Up state after handling a interaction.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing PartyInteraction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Breakouts (TimeCapacity)Queues

    The number of interactions that have been removed from a queue because the time spent waiting in the number of waiting interactions for this queue exceeds the defined threshold.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (TotalEstimated Wait Time)Queues

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


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (VoluntaryNo Agents)Queues

    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 because no agents are available for this queue.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (Time)QueuesNumber

    The number of

    times that agents abandoned queues, for example, to end a consult to an ACD or to an interaction plan

    interactions that have been removed from a queue because the time spent waiting in the queue exceeds the defined threshold.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (Total)QueuesTotal of Canceled (Recall) and Canceled (Transfer)

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


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Breakouts (Voluntary)QueuesNumber

    The number of

    times that agents started consults, entered queues, and then transferred customers into the queues before the agents' waiting interactions were answered

    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.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills    		Connected InternalAgentsThe number of Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agentList
    Big Number
    Multi Big Number
    Canceled (Recall)QueuesNumber of times that agents abandoned queues, for example, to end a consult to an ACD or to an interaction plan.Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    		Connected OutboundAgentsThe number of Outbound interactions initiated by the agent and successfully connected to a second external party. List
    Big Number
    Multi Big Number    		Queuing Party
    Skills
    Canceled (Total)QueuesTotal of Canceled (Recall) and Canceled (Transfer).Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Location    		Conversation GuidInteractions DetailsThe unique ID for the conversation. If no ID is available, N/A is shown.ListQueuing Party
    Skills
    Canceled (Transfer)QueuesNumber of times that agents started consults, entered queues, and then transferred customers into the queues before the agents' waiting interactions were answered.Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Queuing Party
    SkillsGroups
    Current Media ManagerConnected InternalAgentsThe origin of the interaction that an agent is engaged in. Possible values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListAgentnumber of Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agentList
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical LocationsLocation
    Connected OutboundAgentsThe media types number of interactions currently being handled by an agent. Outbound interactions initiated by the agent and successfully connected to a second external party. List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical     		Location
    Connection UnavailableAgentsThe ListAgentnumber of times WebRTC interactions were rejected due to no WebRTC connection being available.

    List
    Big Number

    		AgentsTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Presence State
    Groups
    Skills
    Physical Locations
    		Currently WaitingQueuesList
    Big Number
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Destination AddressInteractions DetailsThe address of the party being contacted by the interactions. For Inbound this is the address that the customer used when contacting VCC. For Outbound interactions this is the address of the customer being contacted. For Internal this is the name of the agent being contacted.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Destination NameInteractions Details

    The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC.

    		ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups

    Disposition Code

    (if enabled for your account)

    		Interactions DetailsThe last disposition code reported for the interaction.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups

    Disposition Codes

    (if enabled for your account)

    		AgentsDisposition codes reported by an agent, separated by commas. The most recently reported code is first.AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Agent Presence
    Groups
    Skills
    Physical Locations

    Disposition Codes (count)

    (if enabled for your account)

    		AgentsThe number of disposition codes reported by an agent.ListLicenses
    Conversation GuidInteractions DetailsThe unique ID for the conversation. If no ID is available, N/A is shown.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Skills
    Groups
    Current Media Manager

    Agents


    		The origin of the interaction that an agent is engaged in. Possible values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    Current Media TypeAgentsThe media types of interactions currently being handled by an agent.ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    Current State SinceAgentsThe time since the agent's presence or interaction state changed. Current State Since is the shortest of Time in Interaction State and Time in Presence.ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    Currently WaitingQueues

    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.


    		List
    Big Number
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Destination AddressInteractions DetailsThe address of the party being contacted by the interactions. For Inbound this is the address that the customer used when contacting VCC. For Outbound interactions this is the address of the customer being contacted. For Internal this is the name of the agent being contacted.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction StateInteraction States
    Interaction DirectionInteraction Direction
    Agent PresenceSkill
    GroupsSkills
    Physical Locations    		Failed to ConnectAgents
    Destination NameInteractions Details

    The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC.

    		ListInteractionAgentTimeframe
    Queues
    Media Types
    Media Managers
    		Interaction States
    		Interaction Direction
    		Skill
    Groups    		GroupsAgentsA comma-delimited list of groups that an agent is in.ListAgent
    Device UnreachableAgentsThe number of times WebRTC interactions were rejected due to the agent's browser not having permission to use the agent's microphone.

    List
    Big Number

    		AgentsTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Presence State
    Groups
    Skills
    Physical Locations
    		Licenses

    Disposition Code

    (if enabled for your account)

    		Interactions DetailsThe time that an agent or agents have spent working with an interaction. If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included. Handle Time includes the time agents have spent in Alerting, Connected, and Wrap states, for interactions where an agent connected.ListInteractionlast disposition code reported for the interaction.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction DirectionInteraction Direction
    Skill
    Groups    		Hold TimeInteractions Details

    Disposition Codes

    (if enabled for your account)

    		AgentsDisposition codes reported by an agent, separated by commas. The most recently reported code is first.

    List

    		InteractionAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction StatesDirection
    SkillPresence State
    Groups
    		Initial DirectionInteractions DetailsThe direction of the interaction when it began. Initial Direction can be either Inbound (external party initiated), Outbound (agent initiated to external party), or Internal (agent initiated to another agent).ListSkills
    Physical Locations

    Disposition Codes (count)

    (if enabled for your account)

    		AgentsThe number of disposition codes reported by an agent.ListAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction DirectionInteraction State
    Interaction StatesInteraction Direction
    SkillPresence State
    Groups
    		Interaction PlanInteractions DetailsThe interaction plan where the interaction was first processed.ListSkills
    Physical Locations
    Failed to ConnectAgentsThe number of interactions that failed to connect to an agent possibly due to configuration or network errors.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    GroupsQueuesAgentsA comma-delimited list of groups that an agent is in.ListQueueAgent

    Queues

    		Interaction StateAgents
    Info

    Where applicable, the direction of the associated interaction is appended to the state. For example, Connected - Inbound or Wrap - Outbound

    		istAgentQueues
    Agent Presence
    Interaction State
    Groups
    Skills
    Physical Locations    		Interactions Details

    Interaction States
    Presence State
    Groups
    Skills
    Physical Locations

    Handle TimeInteractions DetailsThe time that an agent or agents have spent working with an interaction. If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included. Handle Time includes the time agents have spent in Alerting, Connected, and Wrap states, for interactions where an agent connected.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Hold TimeInteractions DetailsThe time that any party spent on hold (calls), or the interaction was parked (cases). If multiple hold events coincide for multiple parties then elapsed time is reported.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Skill
    Groups
    Initial DirectionInteractions DetailsThe direction of the interaction when it began. Initial Direction can be either Inbound (external party initiated), Outbound (agent initiated to external party), or Internal (agent initiated to another agent).ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Skill
    Groups
    Interaction PlanInteractions DetailsThe interaction plan where the interaction was first processed.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Queues

    The interaction plan where the queue is configured.


    		ListQueueQueues
    Interaction StateAgents

    The agent's current interaction activity. Interaction State can be one of the following states:

    • None. An agent with this interaction state is logged out and working on no interactions.

    • Idle. An agent with this interaction state is currently working on no interactions.

    • Alerting. An agent with this interaction state is being offered, but is yet to accept. an interaction.

    • Connected. An agent with this interaction state is actively connected to one or more interactions.

    • Monitoring. An agent with this interaction state is monitoring one or more interactions.
    • Unparked. An agent with this interaction state was working on a call, parked that call to take a priority call, and has now unparked the original call.

    • Resumed. An agent with this interaction state was working on an interaction, but was interrupted. After the interruption, the interaction was resumed.

    • Wrap. An agent with this interaction state is actively wrapping up one or more interactions.

    • Not accepted. The agent failed to accept an alerting interaction. The alert either timed out or the agent rejected the interaction.

    • Device Busy. The agent being called declined the call or is busy on another call (outside VCC).

    • Device Unreachable. The agent's configured number could not be reached.

    • Rejected. The connection to this agent was rejected at some point while trying to connect.
    • Fault. 

    • Connection Unavailable. Exact cause is undetermined.

    Info

    Where applicable, the direction of the associated interaction is appended to the state. For example, Connected - Inbound or Wrap - Outbound


    		istAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    Interactions Details

    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 a channel waiting in a queue.
    • Queue (Agent). Any interaction that has an agent waiting in a queue.
    • Connected - Active. More than two parties are connected.
    • Connected - External.
    • 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 - Answered. Any interaction that resulted in two parties being connected.
    • Completed - Abandoned. An interaction where the external party disconnected within the queue, or whilst the agent is being alerted.
    • Completed - Not Accepted. An outbound or internal interaction where the initiating agent did not accept.
    • Completed - No Answer. An interaction initiated by an agent where the party being contacted did not answer.

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

    • Completed - Breakouts - Estimated Wait Time
    • Completed - Breakouts - Max Queue Length
    • Completed - Breakouts - Max Queue Time
    • Completed - Breakouts - No Agents
    • Completed - Breakouts - Voluntary
    		ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Duration
    Skill
    Groups
    Interactions (count)Interactions DetailsThe number of interactions that had audio problems reported for them.

    List
    Big Number
    Donut

    Interaction
    Disposition Codes
    Call Ratings

    Timeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups

    Interrupted TimeInteractions DetailsThe amount of time that an interaction was interrupted while the agent handled a high priority interaction. Only non-live interactions can be interrupted.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Longest Wait TimeQueues

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


    		List
    Big Number
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Mapping NameInteractions DetailsThe name of the mapping that determined which interaction plan the interaction was routed through.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Max Handle TimeAgentsThe longest time any interaction was handled by an agent. Max Handle Time is the longest of the sums of Alerting Time, Connected Time and Wrap Time. Max Handle Time does not include Parked (non-live Hold) and Interrupted Time.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Media ManagerInteractions DetailsThe origin of an interaction. Available values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListInteractionTimeframe
    Queues
    Media Types 
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Media TypeInteractions DetailsThe name of the media type of the interaction.ListInteraction

    		Timeframe
    Queues
    Media Types 
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Min Handle TimeAgents

    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.

    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    MOSInteractions DetailsThe Mean Opinion Score for the interaction.ListInteraction

    Timeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction Direction
    Interaction States
    Groups
    Skills
    Physical Location

    MOS (Agents)AgentsThe Mean Opinion Score for agents (Big Number widget) or for each agent (List widget).

    List
    Big Number

    		Agent

    Timeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction Direction
    Interaction State
    Groups
    Skills
    Physical Location

    MOS (Location)AgentsThe Mean Opinion Score grouped by agent locations.ListLocationTimeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction Direction
    Interaction State
    Groups
    Skills
    Physical Location
    No AnswerAgentsAn interaction initiated by an agent where the party being contacted did not answer.List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Not AcceptedAgents

    The

    sum of Offered Internal, Offered Inbound, and Offered Outbound.

    number of times the agent rejected or missed an offered interaction. Not Accepted is a subset of Unexpected.


    Info
    Previously called Agent No Answer.


    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    		Presence State
    Groups
    Skills
    Physical Locations    		Queues

    Offered

    Agents

    		The sum of Offered Internal, Offered Inbound, and Offered Outbound.Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Queues

    The number of all interactions that have been in a queue. Offered is the sum of Answered, Abandoned (including Short Abandoned), and Breakouts (Total).

    Info
    titleAgent transfers

    If enabled for your account, Include Agent Transfers determines whether Offered includes interactions that were transferred to another queue.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination

    Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills

    Offered InboundAgentsThe number of interactions that were offered to the agent from a queue. These interactions can end up Accepted Inbound, Unexpected or Failed. When the same interaction is offered to an agent multiple times from a queue, the Offered Inbound increases for each occurrence. Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Offered Internal

    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.

    		Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Offered OutboundAgents

    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.

    		Big Number
    List
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations
    Physical LocationAgentsThe physical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users.ListAgentQueues
    Agent Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    QueuePresence StateInteractions DetailsAgents

    The agent's presence state indicates the agents' availability. Presence State can be one of the following states or any of the states within them:

    • Ready

    • Away

    • Extended Away

    • Logged Out



    		ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations
    QueueInteractions DetailsList of queues that the interaction entered. The most recently entered queue is first.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups

    Service Name / Reporting Group

    		Interactions DetailsThe service name

    If you are using Interaction Plans Manager: The reporting group of the interaction plan in which the interaction was first processed.

    		ListInteraction

    Otherwise, Reporting Group will be the service name value assigned to the interaction plan in the Interaction Plans Architect.

    		ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    Groups
    Queues

    The service name If you are using Interaction Plans Manager: The reporting group assigned to a queuethe queue.

    Otherwise, Reporting Group is not available.

    		ListQueueQueues
    Service LevelQueues

    The

    service level which represents the percentage of interactions

    in a queue

    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills    		Shortest Wait TimeQueues

    that have been answered within the defined target time.

    Info

    The default algorithm for calculating service level is:

    Answered within target ÷  (Answered + Abandoned + Breakouts) x 100 

    When Include Queue Breakouts in SLA calculation is No, breakouts are not counted. The new algorithm is:

    Answered within target ÷  (Answered + Abandoned) x 100 

    Interactions considered Short Abandoned are not included in Abandoned in the calculation.

    If there are no interactions, or all interactions are Short Abandoned, Service Level is N/A.


    		Big Number



















    Donut



















    Trend



















    List



















    Multi Big Number    		Queue



















    Media Type



















    Individual Skill



















    Skill Combination    		Timeframe



















    Queues



















    Media Types



















    Media Managers



















    Queuing Party



















    Skills    		Significant InteractionsAgents
    List
    Big Number
    Multi Big Number

    Service Name

    		Interactions Details
    • 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.
    		ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction DirectionInteraction States
    Interaction StateDirection
    Agent PresenceSkill
    GroupsSkills
    Short AbandonedSkillsAgents
    Note

    If an interaction was tagged with a skill that has since been deleted, that skill does not appear in Skills. However, the interaction is still tagged with the skill.

    ListAgent

    Queues
    Agent Presence
    Interaction State
    Groups
    Skills
    Physical Locations

    Interactions Details

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

    ListInteraction

    Timeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skills
    Groups

    SLAQueues

    The Service Level Agreement which represents the percentage of interactions in a queue that have been answered within the defined target time.

    Info

    The default algorithm for calculating SLA is:

    Number of interactions Answered within Target Time to Answer ÷  (Answered + Abandoned + Breakouts) x 100 

    When Include Queue Breakouts in SLA calculation is No, breakouts are not counted. The new algorithm is:

    Number of interactions Answered within Target Time to Answer ÷  (Answered + Abandoned) x 100 

    Interactions considered Short Abandoned are not included in Abandoned in the calculation.

    If there are no interactions, or all interactions are Short Abandoned, SLA is N/A.

    Big Number
    Donut
    Trend
    List
    Multi Big Number

    Queue
    Media Type
    Individual Skill
    Skill CombinationQueues

    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.

    Big Number
    Donut
    Trend
    List
    Multi Big NumberQueue
    Media Type
    Individual Skill
    Skill CombinationTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    SkillsShortest Wait TimeQueues

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


    List
    Big Number
    Multi Big NumberQueue
    Media Type
    Individual Skill
    Skill CombinationQueues
    Media Types
    Media Managers
    Queuing Party
    SkillsSignificant InteractionsAgents

    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.


    List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical LocationsSkillsAgents

    A comma-delimited, alphabetical list of skills that agents are assigned.

    Note

    If an interaction was tagged with a skill that has since been deleted, that skill does not appear in Skills. However, the interaction is still tagged with the skill.


    ListAgent

    Queues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Locations

    Interactions Details

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


    ListInteraction

    Timeframe
    Queues
    Media Types
    Media Managers

    Queuing Party

    Interaction States
    Interaction Direction
    Skills
    Groups

    Source AddressInteractions DetailsThe address of the party that initiated the interaction. For Inbound interactions, this is the address of the customer. For Outbound interactions, the address is the callback number. For Internal interactions, the address is the agent's name. The source address for a call is the phone number and changes appropriately based upon the media types, for example, cases may display an email address.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Skill
    GroupsStart TimeInteractions DetailsThe time at which an interaction started. For Inbound interactions, this is when it arrived at the Vonage Contact Center; for Outbound and Internal interactions, this is when the agent initiated the interactions.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Skill
    GroupsState - PresenceAgentsThe 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 OutListInteractionAgentTimeframe
    Queues
    Media Types
    Agent PresenceMedia Managers
    Interaction StateDirection
    GroupsInteraction States
    SkillsSkill
    Physical LocationsGroupsTalk TimeInteractions DetailsThe time an agent spent connected to another party. For Inbound, this is from the moment the agent accepts the interactions; for Outbound and Internal, it is from when the second party connects. Hold Time is excluded.ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    GroupsTime in Agent StateAgents

    The time since the agent's state was last changed, for example, from Idle to Busy, or from Extended Away to Logged Out.

    ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical LocationsTime in Interaction StateAgents

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


    ListAgentQueues
    Agent PresencePresence State
    Interaction State
    Groups
    Skills
    Physical LocationsTime In stateInteractions Details

    The time since the Interaction State last changed, for example, from IVR to Queue, or from Connected to Completed.

    Info

    The interaction might have been in each state multiple times. Time In state is the most recent amount of time spent in the current state.


    ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    GroupsTime In PresenceAgents

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


    ListAgentQueues
    Agent PresencePresence State
    Interaction State
    Groups
    Skills
    Physical LocationsTime To AnswerInteractions DetailsFor Inbound interactions, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For Outbound and Internal interactions, this is the time between the interaction beginning (Offered Outbound/Internal) and the the second party connecting (Connected Outbound).ListInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction States
    Skill
    GroupsTotal Hold TimeAgentsThe total time that any party spent on hold (live interactions), or that the interaction was parked (non-live interactions). If multiple hold events coincide for multiple parties, then elapsed time is reported.List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical LocationsTotal Interrupt TimeAgentsThe total time that an interaction was interrupted so that the agent could handle a high priority interaction. Only non-live interactions can be interrupted.List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical LocationsTotal Talk TimeAgents

    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.

    List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical LocationsTotal UniqueAgents

    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.


    List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical LocationsTotal Unique CustomersAgentsThe number of unique customers the agent has either received Inbound interactions from, or initiated Outbound interactions to. Internal interactions are excluded. The customer is identified by the Source Address for Inbound interactions, and the Destination Address for Outbound interactions.List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical LocationsUnexpectedAgents

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


    List
    Big Number
    Multi Big NumberAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Agent Presence State
    Groups
    Skills
    Physical Locations


    ...