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Queues
Agent Presence
Interaction State

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 The number of interactions that had audio problems reported for themThe amount of time that an interaction was interrupted while the agent handled a high priority interaction. Only non-live interactions can be interruptedOut of the Currently Waiting calls currently waiting, the call which has spent the longest time waiting in its current queueIndividual Skill
    Skill CombinationInteractions DetailsInteractionInteraction States DirectionSkillMax Handle TimeList
    Big NumberAgent InteractionInteraction Types  States
    Interaction Direction
    Skill
    GroupsMin Handle Time 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 NumberAgent Interaction (Phone) DirectionInteraction States Mean Opinion Score for agents (Big Number widget) or for each agent (List widget).Timeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction Direction
    Interaction MOS (Location)Timeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction DirectionAn interaction initiated by an agent where the party being contacted did not answerAgentInteraction Direction StateAgent Presence
    Skills
    Physical Locations

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

    Excerpt

    The following metrics are available:

    total agents
    Interaction State
    Interaction Direction
    Agent Presence
    Groups
    Skills
    Physical LocationsAgent IDID of agentListAgentAgents (does not appear in list of metrics)
    Interaction No Answer times the agent rejected or missed an offered interaction. Agent No Answer is a subset of Unexpected.AgentInteraction DirectionInteraction StateAgent Agent Number BusyTimeframeQueue
    Media Type
    Individual Skill
    Skill CombinationAgentInteractionAgentInteraction
    Interaction States
    Interaction Direction
    Skill
    Groups
    Queuing Party
    Groups
    SkillsOut of the Currently Waiting calls, the average time a call has spent in its current queueIndividual Skill
    Skill CombinationAgentAgentAgentAvg Time to AbandonAvg Time to Breakout (CapacityAvg Time to Breakout (Estimated Wait TimeAvg Time to Breakout (No Agents

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

    Queue
    Media Type
    Individual Skill
    Skill Combination

    The average time for interactions 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 queue.

    Queue
    Media Type
    Individual Skill
    Skill CombinationQueuing PartyAgentInteraction Direction StateAgent PresenceSkills
    Physical Locations

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

    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

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


    Queuing Party
    SkillsQueues interactions that have been removed from a queue.Donut
    Trend
    List
    Multi Big NumberQueue
    Media Type
    Individual Skill
    Skill CombinationQueue
    Media Type
    Individual Skill
    Skill Combination
    Queuing Party
    Skills

    The number of interactions that have been removed from a queue by the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.

    Queue
    Media Type
    Individual Skill
    Skill CombinationQueuing PartyTotal of Canceled (Recall) and Canceled (Transfer)DonutQueue
    Media Type
    Individual Skill
    Skill CombinationQueuing PartySkillsNumber of times that agents started consults, entered queues, and then transferred customers into the queues before the agents' waiting interactions were answeredQueue
    Individual Skill
    Skill Combination
    Queuing Party
    SkillsConnected InternalAgentInteraction State
    Agent PresenceSkills
    Physical LocationConversation Guid Direction
    Interaction SkillsAgents

    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
    Interactions Details 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).Interaction Plan

    The 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
    Virtual AgentsThe percentage of interactions handled by a virtual agent that have been abandoned.Big Number
    Gauge
    Trend
    List
    Multi Big Number

    Virtual Agents
    Media Type

    Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results

    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
    Virtual AgentsThe number of interactions that were abandoned while with a virtual agent.Big Number
    Donut
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    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)Active sessionsVirtual AgentsThe number of interactions currently interacting with a virtual agent.Big Number
    Donut

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

    		List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers     		Virtual Agents Results
    Agent (count)Agents

    The number of agents by the selected grouping.

    Info
    title

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

    Agent Presence
    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.List
    Donut 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 States

    Interaction State
    Interaction Direction

    Skill

    Presence State
    Groups
    Skills
    Physical Locations

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

    Timeframe
    Queues
    Media Types
    Media Managers

    Interaction Direction

    Interaction States

    Presence State
    Groups
    Skills
    Physical Locations
    Licenses

    Agent IDAgentsThe number ID 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

    		Agent

    Queues

    Media Types
    Media Managers
    Interaction Direction

    Presence State
    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
    Gauge
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		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

    Presence 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 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
    Queuing 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    		Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Agent StateAgents

    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. The agent is in a ‘ready outbound’ presence state.
    • 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.
    • {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
    Queuing 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
    Queuing 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
    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
    Presence State
    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
    		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 States
    Interaction Direction
    Skill
    Groups
    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    		Individual Skills
    Media Types
    Queues
    Skill Combinations    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    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    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Avg Handle TimeAgentsThe average time 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
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Avg session timeVirtual AgentsThe average time spent with a virtual agent, across all results.Big Number
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    Avg Talk TimeAgents

    The average time agents spent connected to the external contact.

    		List
    Big Number
    Multi Big Number    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction Direction
    Interaction State
    Presence State
    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    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Virtual AgentsThe average time it took for contacts to abandon interactions while with a virtual agent.Big Number
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    Avg Time to AnswerQueues

    The 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    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Avg Time to Breakout (Any)Queues

    The average time for an interaction to be removed from a 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 (Capacity)Queues

    The average time for interactions to be removed from a queue because 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 (Estimated Wait Time)Queues

    The average time for interaction to be removed from a queue because 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    		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
    		List
    Avg Time to Breakout (No Agents)Queues

    The average time 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 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
    		ListQueuing Party
    Skills
    Avg Time to Breakout (Time)Queues

    The average time for interactions to be removed from a queue because the time spent waiting in the 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
    Interaction States
    Interaction Direction
    Skill
    Groups    		Audio Problems (count)AgentsThe number of audio problems reported by an agent.ListQueuing Party
    Skills
    Avg Time to Breakout (Voluntary)Queues

    The average time for interactions 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 queue.


    		Big Number
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Agent Presence
    GroupsQueuing Party
    SkillsPhysical Locations    		Interactions DetailsThe number of audio problems reported for an interaction.List
    Avg time to escalateVirtual AgentsThe average time it took for contacts to escalate interactions while with a virtual agent.Big Number
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		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    		Individual Skills
    Media Types
    Queues
    Skill Combinations    		Virtual Agents Results
    Avg time to resolveVirtual AgentsThe average time it took for contacts to resolve interactions while with a virtual agent.Big Number
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers     		Avg Wait TimeQueuesVirtual Agents Results
    Avg Wrap TimeAgentsThe average time the agent spent in the Wrap-Up state after handling a interaction.List
    Big Number
    Multi Big Number    		QueueAgentMedia TypeTimeframe
    		Queues
    Media TypesMedia 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
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Locations
    Breakouts (Capacity)Queues

    The number of interactions that have been removed from a queue because 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
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Avg Handle TimeAgentsThe average time 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    		Queuing Party
    Skills
    Breakouts (Estimated 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
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Avg Talk 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    		Queuing Party
    Skills
    Breakouts (No Agents)Queues

    The number of interactions that have been removed from a queue 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
    Interaction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations    		Queuing Party
    Skills
    Breakouts (Time)Queues

    The

    average time it took for callers to abandon interactions

    number of 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
    Avg Time to AnswerBreakouts (Total)Queues

    The average time it took for agents to answer interactions in 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
    Avg Time to Breakout (AnyBreakouts (Voluntary)Queues

    The average time for an interaction to be number of interactions that have been removed from a queue by the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.


    		Big Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination    		Timeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills
    Canceled (Recall)QueuesThe average time for interactions to be removed from a queue because the number of waiting interactions for this queue exceeds the defined thresholdNumber 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
    Queuing Party
    Skills
    Canceled (Total)QueuesThe average time for interaction to be removed from a queue because the estimated wait time exceeds the defined thresholdTotal 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
    Queuing Party
    Skills
    Canceled (Transfer)QueuesThe average time for interaction to be removed from a queue because no agents are available for this queueNumber 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
    Queuing Party
    Skills    		Avg Time to Breakout (Time)QueuesBig Number
    Trend
    List
    Multi Big Number
    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    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    Skills    		Avg Time to Breakout (Voluntary)QueuesBig Number
    Trend
    List
    Multi Big Number
    Interaction Direction
    Interaction State
    Presence State
    Groups
    Skills
    Physical Location
    Connected OutboundAgentsThe number of 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 number 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
    		Avg Wrap TimeAgentsThe average time the agent spent in the Wrap-Up state after handling a interaction.List
    Big Number
    Multi Big Number    		Physical Locations
    Licenses
    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    		Breakouts (Capacity)Queues
    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 Time)QueuesBig 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)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 that have been removed from a queue because no agents are available for this queue.

    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
    Queuing Party
    Skills    		Breakouts (Time)QueuesBig Number
    Donut
    Trend
    List
    Multi Big Number    		Queue
    Media Type
    Individual Skill
    Skill Combination
    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    		Breakouts (Total)
    Interaction States
    Interaction Direction
    Skill
    Groups
    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

    		AgentsBig Number
    Donut
    Trend
    List
    Multi Big Number    		Timeframe
    Queues
    Media Types
    Media Managers    		Breakouts (Voluntary)Queues
    Interaction State
    Interaction Direction
    Presence State
    Groups
    Skills
    Physical Locations
    Licenses

    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.

    List

    		AgentTimeframe
    Queues
    Media Types
    Media Managers
    Queuing PartyInteraction State
    Skills    		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    		Interaction Direction
    Presence State
    Groups
    Skills
    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 State
    Interaction Direction
    Presence State
    Groups
    Skills    		Canceled (Total)Queues
    Physical Locations
    Escalate rateVirtual AgentsThe percentage of interactions handled by virtual agents that have been escalated.Big Number
    		Gauge
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    EscalatedCanceled (Transfer)QueuesVirtual AgentsThe number of interactions that were escalated while with a virtual agent.Big Number
    Donut
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers     		Virtual Agents Results
    Failed to ConnectAgentsThe number of  Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agentinteractions 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 Direction
    Interaction State
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Location    		Connected OutboundAgentsThe number of Outbound interactions initiated by the agent and successfully connected to a second external party. List
    Big Number
    Multi Big Number    		Presence State
    Groups
    Skills
    Physical Locations
    GroupsAgentsA comma-delimited list of groups that an agent is in.ListAgent

    Queues
    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 unique ID for the conversation. If no ID is available, N/A is showntime 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    		Current Media Manager
    Initial DirectionInteractions DetailsThe origin direction of the interaction that an agent is engaged in. Possible values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListAgentQueues
    Agent Presence
    Interaction State
    Groups
    Skills
    Physical Locations
    Current Media TypeAgentsThe media types of interactions currently being handled by an agent.ListAgentQueues
    Agent Presence
    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
    Agent Presence
    Interaction 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.ListAgentTimeframe
    Queues
    Media Types
    Media Managers
    Interaction State
    Interaction Direction
    Agent Presence
    Groups
    Skills
    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 Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical Locations
    GroupsAgentsA comma-delimited list of groups that an agent is in.ListAgent

    Queues
    Interaction States
    Agent Presence
    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.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
    Virtual AgentsThe interaction plan where the Virtual Assistant applet started.ListVirtual AgentsTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    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
    Initial DirectionInteractionsVirtual AgentsThe ListInteractionnumber of interactions managed by a virtual agent.Big Number
    Donut
    Trend
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    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


    Interaction States


    Skill
    Groups

    Interrupted TimeInteractions DetailsThe interaction plan where the interaction was first processedamount 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 DirectionInteraction Direction
    Skill
    Groups    		QueuesListQueueQueuesInteraction StateAgents
    Info

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

    		istAgentLongest active sessionVirtual AgentsOut of the active sessions, the session that has the longest session time with a virtual agent.Big Number
    List
    Multi Big Number    		Virtual Agents
    Media Type    		Timeframe
    Queues
    Media Types
    Media Managers Virtual Agents Results
    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
    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
    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

    Interaction Duration

    Groups

    Skill

    Skills

    Groups

    Physical Location

    Interactions MOS (countAgents)Interactions DetailsAgentsThe Mean Opinion Score for agents (Big Number widget) or for each agent (List widget).

    List
    Big NumberDonut

    		Interaction
    Disposition Codes
    Call RatingsAgent

    Timeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction StatesDirection
    Interaction DirectionState
    Groups
    SkillSkills
    Groups

    		Interrupted TimeInteractions Details

    Physical Location

    MOS (Location)AgentsThe Mean Opinion Score grouped by agent locations.ListInteractionLocationTimeframe
    Queues
    Media Types (Phone)
    Media Managers
    Interaction StatesDirection
    Interaction DirectionState
    Groups
    SkillSkills
    Groups    		Longest Wait TimeQueuesPhysical Location
    No AnswerAgentsAn interaction initiated by an agent where the party being contacted did not answer.List
    Big Number
    Multi Big Number    		QueueAgentMedia TypeTimeframe
    		Queues
    Media TypesMedia Types
    Media Managers
    Queuing PartyInteraction Direction
    Interaction State
    Presence State
    Groups
    Skills
    		Mapping NamePhysical Locations
    Not AcceptedAgents

    The

    name

    number of

    the mapping that determined which interaction plan the interaction was routed through.    		List

    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

    Offered

    Agents

    		The 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.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
    Media ManagerInteractions DetailsQueues

    The

    origin of an interaction. Available values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).    		List

    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 

    Types
    Media Managers

    Interaction States
    Interaction Direction
    Skill
    Groups    		Media TypeInteractions DetailsThe name of the media type of the interaction.List

    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
    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
    		Presence State
    Groups
    Skills
    Physical Locations
    Offered OutboundMOSInteractions DetailsThe Mean Opinion Score for the interaction.ListAgents

    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
    		Presence State
    Groups
    Skills
    Physical Locations
    Physical LocationMOS (Agents)AgentsThe

    List
    Big Number

    		Agentphysical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users.ListAgentQueues
    Presence State
    Interaction State
    Groups
    Skills
    Physical Location    		Locations
    Presence StateAgents

    The

    Mean Opinion Score grouped by agent locations.    		ListLocation

    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 LocationLocations
    No AnswerQueueAgentsInteractions DetailsList of queues that the interaction entered. The most recently entered queue is first.ListBig Number
    Multi Big Number    		AgentInteractionTimeframe
    Queues
    Media Types
    Media Managers
    Interaction DirectionInteraction States
    Interaction StateDirection
    Agent PresenceSkill
    GroupsSkills
    Physical Locations

    Offered

    Agents

    		The sum of Offered Internal, Offered Inbound, and Offered Outbound.Big Number
    List
    Multi Big Number

    Reporting Group

    		Interactions Details

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

    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
    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 NumberQueue
    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 NumberAgent

    If you are using Interaction Plans Manager: The reporting group assigned to the queue.

    Otherwise, Reporting Group is not available.

    ListQueueQueuesVirtual AgentsThe reporting group of the interaction plan in which the interaction was first processed.ListVirtual AgentsTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents ResultsInteraction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical LocationsOffered InternalResolve rateVirtual AgentsThe 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 NumberAgentpercentage of interactions handled by a virtual agent that have been resolved.Big Number
    Gauge
    Trend
    List
    Multi Big NumberVirtual Agents
    Media TypeTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents ResultsInteraction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical LocationsOffered OutboundResolvedVirtual AgentsThe 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 metricsthat were resolved while with a virtual agent.Big Number
    Donut
    Trend
    List
    Multi Big NumberVirtual Agents
    AgentMedia TypeTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents ResultsInteraction Direction
    Interaction State
    Agent Presence
    Groups
    Skills
    Physical LocationsPhysical LocationAgentsThe physical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users.ListAgentQueues
    Agent Presence
    Interaction State
    Groups
    Skills
    Physical LocationsQueueInteractions 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

    Reporting Group

    Interactions Details

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

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

    ListInteractionService LevelQueues

    The service level which represents the percentage of interactions in a queue 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.


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    Media Managers
    Interaction States
    Interaction Direction
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    Skills

    Service Name

    Interactions Details
    • If you are using Interaction Plans Manager:
     The reporting group
      • The service name value assigned to the
    queue
      • interaction.

    Otherwise, Reporting Group is not available.

    ListQueueQueuesService LevelQueues

    The service level which represents the percentage of interactions in a queue 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
      • 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 States
    Interaction Direction
    Skill
    GroupsVirtual AgentsThe service name of the interaction plan in which the interaction was first processed.ListVirtual AgentsTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents ResultsSession timeVirtual AgentsThe time spent with a virtual agent, across all results.Big Number
    Trend
    List
    Multi Big NumberQueueVirtual Agents
    Media Type
    Individual Skill
    Skill CombinationTimeframe
    Queues
    Media Types
    Media Managers Virtual Agents ResultsQueuing Party
    Skills

    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.
    ListInteractionSessionsVirtual AgentsThe number of sessions managed by a virtual agent.Big Number
    Donut
    Trend
    List
    Multi Big NumberVirtual Agents
    Media TypeTimeframe
    Queues
    Media Types
    Media Managers
    Interaction States
    Interaction Direction
    Skill
    GroupsVirtual Agents ResultsShort AbandonedQueues

    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 interactionthe interaction.

    Big Number
    Donut
    Trend
    List
    Multi Big NumberQueue
    Media Type
    Individual Skill
    Skill CombinationTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    SkillsVirtual AgentsThe number of interactions abandoned while in a virtual agent before the configured short abandon time duration.Big Number
    Donut
    Trend
    List
    Multi Big NumberQueueVirtual Agents
    Media Type
    Individual Skill
    Skill CombinationTimeframe
    Queues
    Media Types
    Media Managers
    Queuing Party
    SkillsVirtual Agents ResultsShortest 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
    Agent 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
    Agent 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
    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 - PresenceAgents

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

    • Ready

    • Ready for Outgoing

    • Away

    • Extended Away

    • Logged Out

    ListAgentQueues
    Agent Presence
    Interaction State
    Groups
    Skills
    Physical LocationsTalk TimeInteractions Details

    The time an agent spent

    connected to another party.

    connected to the external contact. Hold time is excluded.

    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 

    ; for Internal, Talk Time is

    excluded

    always 0.

    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


    ...