| Metric | Data type | Description | Widget type | Group by | Filter by |
|---|
| Abandon Rate | Queues | The 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 | Abandoned |
Queues| Virtual Agents | The | number percentage of interactions | in handled by a | queue virtual agent that have been abandoned. | Big Number
| DonutGauge
Trend
List
Multi Big Number | QueueVirtual Agents
Media Type | Individual Skill
Skill CombinationTimeframe
Queues
Media Types
Media Managers Virtual Agents Results |
Skills| Abandoned | Accepted | Agents | Queues | 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 Agents | The 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Accepted Inbound | Agents | 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Accepted Internal | Agents | The 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Accepted Outbound | Agents | 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Agent (count) | Active sessions | Virtual Agents | The | total number of | agentsinteractions currently interacting with a virtual agent. | Big Number
Donut
| (Agent) Status
(Agent) Location
(Agent) Group
(Agent) Audio Problem
Disposition Codes
Call RatingList
Multi Big Number | Virtual Agents
Media Type | Timeframe
Queues
Media Types
Media Managers |
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical LocationsVirtual Agents Results |
| Agent (count | by interaction) | Agents | | in | interaction states | Big Number | Interaction State | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Presence State
Groups
Skills
Physical Locations
Licenses |
| Agent ID | Agents | ID of agent. | List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Interactions Details | IDs of the agents who handled the interaction. The most recent agent is first. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Agent Name | Agents (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 Presence
Interaction State
Timeframe
Queues
Media Types
Media Managers
Skills | Interactions Details | Names of the agents who most handled the interaction. The most recent agent is first. | List | Interaction | | 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 Away - Break
- Coffee break
- Tea break
Extended Away
The Ready presence state can also be broken down further, for example:
|
| Big Number
Donut | (Agent) Presence State
(Agent) Location
(Agent) Group
(Agent) Audio Problem
Disposition Codes
Call Rating | Timeframe
Queues
Media Types
Media Managers
Interaction StatesInteraction State
Interaction Direction
SkillPresence State
Groups
| Agent Number BusySkills
Physical Locations |
| Agent (count by interaction) | Agents | The 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 | Agentagents in selected interaction states. | Big Number
Donut | Interaction State | Timeframe
Queues
Media Types
Media Managers
| Interaction DirectionInteraction Direction
| Interaction StateInteraction States
| Agent Presence State
Groups
Skills
Physical Locations
Licenses |
| Agent ID | Agents | Availability | Queues | The number of agents in the queue who are available to handle interactions. | Big Number
Gauge
List
Multi Big Number | QueueID of agent. | List | Agent | Queues
Agent Presence State
Interaction 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 | Queue | Queues
Agent Presence
Groups
Skills
Physical Locations |
| Answer Rate | Queues | The percentage of interactions in the queue that have been answered. | Big Number
Gauge
Trend
List
Multi Big Number | Queue
Media Type
Individual Skill
Skill CombinationInteractions Details | IDs of the agents who handled the interaction. The most recent agent is first. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Agent Name | Agents (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 Details | Names of the agents who most handled the interaction. The most recent agent is first. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills | Answered | QueuesInteraction States
Interaction Direction
Skill
Groups |
| Agent Number Busy | Agents | The number of calls successfully connected to an agent. | Big Number
Gauge
Trend
List
Multi Big Number | Queue
Media Type
Individual Skill
Skill Combinationthat 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 | Avg Wait Time | Queues | Out of the Currently Waiting calls, the average time a call has spent in its current queue. | List
Big Number
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills |
| Answered within target | Queues | The 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 Problems | Agents | 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 | Agent | 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
| List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Audio Problems (count) | Agents | The number of audio problems reported by an agent. | List | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction State
Agent Presence
Groups
Skills
Physical Locations |
| Interactions Details | The number of audio problems reported for an interaction. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Avg Handle Time | Queues | The 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 |
Interaction Direction
Interaction State
Presence State
Groups
Skills
Physical Locations |
| Agent State | Agents | 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.
| List | Agents | Timeframe
Queues
Interaction State
Presence State
Groups
Skills
Physical Locations
Licenses |
| Agents Availability | Queues | The number of agents in the queue who are available to handle interactions. | Big Number
Gauge
List
Multi Big Number | Queue | Queues
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 | Queue | Queues
Presence State
Groups
Skills
Physical Locations |
| Answer Rate | Queues | The 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 TypesMedia Types
Media Managers
Queuing Party
Skills |
Avg Alerting Time| Answered | AgentsQueues | 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 | Agentnumber 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 DirectionQueuing Party
Interaction State
Agent Presence
Groups
Skills
Physical Locations | Avg Handle Time | Agents | The 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 | AgentSkills |
| Answered within target | Queues | The 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
| Interaction DirectionQueuing Party
| Interaction State
Agent Presence
Groups
Skills
Physical LocationsAvg Talk TimeSkills |
| Audio Problems | Agents | 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 NumberAudio 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction DirectionInteraction State
Interaction Presence State
Agent Presence
GroupsGroups
Skills
Physical Locations | Avg Time to Abandon | Queues | The 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 CombinationInteractions 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 | Interaction | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills | Avg Time to Answer | Queues | 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 |
Interaction States
Interaction Direction
Skill
Groups |
| Audio Problems (count) | Agents | The number of audio problems reported by an agent. | List | Agent | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Interaction State
Presence State
Groups
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 | Physical Locations |
| Interactions Details | The number of audio problems reported for an interaction. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills | Avg Time to Breakout (Capacity)
Interaction States
Interaction Direction
Skill
Groups |
| Avg Handle Time | 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 Combinationan 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 Time to Breakout (Estimated Wait Time)Avg Wait Time | Queues | The Out of the Currently Waiting calls, the average time for interaction to be removed from a queue because the estimated wait time exceeds the defined threshold. | Big Number
Trend
Lista call has spent in its current queue. | List
Big Number
Multi Big Number | Queue
Media Type
Individual Skill
Skill Combination | Timeframe | Queues
Media TypesMedia Types
Media Managers
Queuing Party
Skills |
| Avg Alerting Time | to Breakout (No Agents)Queues | Agents | The average time the system waited 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 Combinationthe 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Queuing PartyInteraction Direction
Interaction State
Presence State
Groups
Skills
Physical Locations |
| Avg Time to Breakout (Handle Time) | QueuesAgents | 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 | 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Interaction Direction
Interaction State
Presence State
Groups
Skills
| Avg Time to Breakout (Voluntary) | QueuesPhysical Locations |
| Avg session time | Virtual Agents | 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 queuespent with a virtual agent, across all results. | Big Number
Trend
List
Multi Big Number | QueueVirtual Agents
Media Type |
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers |
Queuing Party
SkillsAvg Wrap Virtual Agents Results |
| Avg Talk Time | Agents | The average time | the agent spent in the Wrap-Up state after handling a interactionan 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
Breakouts (Capacity)| Avg Time to Abandon | 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
Donutaverage 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 | 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
| Virtual Agents | The average time it took for contacts to abandon interactions while with a virtual agent. | Big Number |
Donut
Trend
List
Multi Big Number | QueueVirtual Agents
Media Type |
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers |
Queuing Party
SkillsBreakouts (No Agents)Virtual Agents Results |
| Avg Time to Answer | Queues | The number of interactions that have been removed from a queue because no agents are available for this average time it took for agents to answer interactions in the 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 (TimeAvg Time to Breakout (Any) | Queues | The number of interactions that have been average time for an interaction to be 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 (TotalAvg Time to Breakout (Capacity) | 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 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 (VoluntaryAvg Time to Breakout (Estimated Wait Time) | Queues | The number of interactions that have been average time for 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
Donut
Trend
List
Multi Big Number | Queue
Media Type
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills |
Canceled (Recall| Avg Time to Breakout (No Agents) | Queues | Number of times that agents abandoned queues, for example, to end a consult to an ACD or to an interaction plan The average time for interaction to be 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
Queuing Party
Skills | Canceled (Total
| Avg Time to Breakout (Time) | Queues | Total of Canceled (Recall) and Canceled (Transfer) 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 |
Donut
Trend
List
Multi Big Number | Queue
Media Type
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills | Canceled (Transfer
| Avg Time to Breakout (Voluntary) | Queues | Number of times that agents started consults, entered queues, and then transferred customers into the queues before the agents' waiting interactions were answered. | Big Number
DonutThe 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
Queuing Party
Skills |
| Connected Internal | Avg time to escalate | Virtual Agents | The | number of Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agentList
Big Number
Multi Big Number | Agentaverage 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 |
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical LocationConnected Outbound | Agents | The number of Outbound interactions initiated by the agent and successfully connected to a second external party. Virtual Agents Results |
| Avg time to resolve | Virtual Agents | The 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 Virtual Agents Results |
| Avg Wrap Time | Agents | The average time the agent spent in the Wrap-Up state after handling a interaction. | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
| Agent Presence State
Groups
Skills
Physical | LocationConnection Unavailable | AgentsLocations |
| Breakouts (Capacity) | Queues | The number of | times WebRTC interactions were rejected due to no WebRTC connection being available.List
Big Number | Agents | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
Licenses | Conversation Guid | Interactions Details | The unique ID for the conversation. If no ID is available, N/A is shown. | List | Interactioninteractions 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 StatesQueuing Party
Skills | GroupsCurrent 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). | List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Current Media Type | Agents | The media types of interactions currently being handled by an agent. | List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Current State Since | Agents | The 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. | List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Currently Waiting | Queues | 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 NumberBreakouts (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
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
Queuing Party
Skills |
| Breakouts (Time) | Queues | The 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 TypesMedia Types
Media Managers
Queuing Party
Skills | Destination Address |
Interactions Details| Breakouts (Total) | Queues | The 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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups | Destination Name | Interactions Details | The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC. | List | Interaction | 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
| Interaction States
Interaction Direction
Skill
GroupsDevice Unreachable | Agents | Queuing Party
Skills |
| Breakouts (Voluntary) | Queues | The 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 | Agentsinteractions 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
| Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
LicensesDisposition Code (if enabled for your account) | Interactions Details | The last disposition code reported for the interaction. | List | InteractionQueuing Party
Skills |
| Canceled (Recall) | Queues | Number 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
| Interaction States
Interaction Direction
Skill
GroupsDisposition Codes (if enabled for your account) | Agents | Disposition codes reported by an agent, separated by commas. The most recently reported code is first. | List
AgentQueuing Party
Skills |
| Canceled (Total) | Queues | Total 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 State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
Disposition Codes (count) (if enabled for your account) | Agents | The number of disposition codes reported by an agent. | List | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations |
Failed to ConnectQueuing Party
Skills |
| Canceled (Transfer) | Queues | Number 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 |
| Connected Internal | Agents | The number of interactions that failed to connect to an agent possibly due to configuration or network errors. Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agent | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction StateInteraction State
Agent Presence State
Groups
Skills
Physical LocationsLocation |
Groups| Connected Outbound | Agents | A comma-delimited list of groups that an agent is in. | List | Agent | Queues
Interaction States
Agent PresenceThe number of Outbound interactions initiated by the agent and successfully connected to a second external party. | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Presence State
Groups
Skills
Physical Location |
| Connection Unavailable | Agents | The number of times WebRTC interactions were rejected due to no WebRTC connection being available. | List
Big Number | Agents | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Presence State
Groups
Skills
Physical Locations
Licenses |
Handle Time| Conversation Guid | Interactions Details | The 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 connectedunique ID for the conversation. If no ID is available, N/A is shown. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
| Interaction Direction
SkillSkills
Groups |
| Hold Time | Interactions Details | 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 reported. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Skill
Groups |
| Initial Direction | Interactions Details | The 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). | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups |
| Interaction Plan | Interactions Details | The interaction plan where the interaction was first processed. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Queues | The interaction plan where the queue is configured.
List | Queue | Queues | Interaction State | Agents | 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 |
ist | Agent | Queues
Agent Presence
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
| List | InteractionCurrent 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). | List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Current Media Type | Agents | The media types of interactions currently being handled by an agent. | List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Current State Since | Agents | The 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. | List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Currently Waiting | Queues | 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 Address | Interactions Details | The 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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Destination Name | Interactions Details | The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Device Unreachable | Agents | The 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 | Agents | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Presence State
Groups
Skills
Physical Locations
Licenses |
Disposition Code (if enabled for your account) | Interactions Details | The last disposition code reported for the interaction. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
Disposition Codes (if enabled for your account) | Agents | Disposition codes reported by an agent, separated by commas. The most recently reported code is first. | List
| Agent | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Presence State
Groups
Skills
Physical Locations |
Disposition Codes (count) (if enabled for your account) | Agents | The number of disposition codes reported by an agent. | List | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Presence State
Groups
Skills
Physical Locations |
| Escalate rate | Virtual Agents | The 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 |
| Escalated | Virtual Agents | The 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 Connect | Agents | The number of interactions that failed to connect to an agent possibly due to configuration or network errors. | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Presence State
Groups
Skills
Physical Locations |
| Groups | Agents | A comma-delimited list of groups that an agent is in. | List | Agent | Queues
Interaction States
Presence State
Groups
Skills
Physical Locations |
| Handle Time | Interactions Details | The 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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Hold Time | Interactions Details | 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 reported. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Skill
Groups |
| Initial Direction | Interactions Details | The 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). | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups |
| Interaction Plan | Interactions Details | The interaction plan where the interaction was first processed. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Queues | The interaction plan where the queue is configured.
| List | Queue | Queues |
| Virtual Agents | The interaction plan where the Virtual Assistant applet started. | List | Virtual Agents | Timeframe
Queues
Media Types
Media Managers Virtual Agents Results |
| Interaction State | Agents | 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 |
| ist | Agent | Queues
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
| List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Duration
Skill
Groups |
| Interactions | Virtual Agents | The number 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 Details | The 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 Time | Interactions Details | The amount of time that an interaction was interrupted while the agent handled a high priority interaction. Only non-live interactions can be interrupted. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Longest active session | Virtual Agents | Out 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 Time | Queues | 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 Name | Interactions Details | The name of the mapping that determined which interaction plan the interaction was routed through. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Max Handle Time | 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. | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction StatesInteraction Direction
Interaction DurationState
SkillPresence State
Groups | Interactions (count)
Skills
Physical Locations |
| Media Manager | Interactions Details | The number of interactions that had audio problems reported for them. | List
Big Number
Donut | Interaction
Disposition Codes
Call Ratingsorigin of an interaction. Available values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account). | List | Interaction | Timeframe
Queues
Media TypesTypes
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Interrupted TimeMedia Type | Interactions Details | The amount of time that an interaction was interrupted while the agent handled a high priority interaction. Only non-live interactions can be interrupted.name of the media type of the interaction. | List | Interaction
| Timeframe
Queues
Media TypesTypes
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Longest Wait Min Handle Time | Queues | Out of the Currently Waiting calls currently waiting, the call which has spent the longest time waiting in its current queueAgents | 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 | QueueAgentMedia Type | Timeframe
| Individual Skill
Skill CombinationQueues
Media TypesMedia Types
Media Managers
Queuing Party
Interaction Direction
Interaction State
Presence State
Groups
Skills
| Mapping NamePhysical Locations |
| MOS | Interactions Details | The name of the mapping that determined which interaction plan the interaction was routed throughThe Mean Opinion Score for the interaction. | List | Interaction | Timeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction States
| Interaction DirectionGroups
| SkillSkills
| GroupsMax Handle TimePhysical Location |
| MOS (Agents) | 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. | List
Big Number
Multi Big NumberMean 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 DirectionInteraction Direction
Interaction State
Agent Presence
Groups
Skills
Physical
Locations | Media Manager | Interactions Details | The origin of an interaction. Available values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account)Location |
| MOS (Location) | Agents | The Mean Opinion Score grouped by agent locations. | List | InteractionLocation | Timeframe
Queues
Media Types Types (Phone)
Media Managers
Interaction StatesDirection
Interaction DirectionState
Groups
SkillSkills
Groups | Media Type | Interactions Details | The name of the media type of the interaction. | List | InteractionPhysical Location |
| No Answer | Agents | An interaction initiated by an agent where the party being contacted did not answer. | List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types Types
Media Managers
Interaction StatesInteraction Direction
Interaction DirectionState
SkillPresence State
Groups | Min Handle Time
Skills
Physical Locations |
| Not Accepted | Agents | 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 Timenumber 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
Offered | MOS | Interactions Details | The Mean Opinion Score for the interaction. | List | InteractionAgents | The sum of Offered Internal, Offered Inbound, and Offered Outbound. | Big Number
List
Multi Big Number | Agent | Timeframe
Queues
Media Types | (Phone)
Media Managers
Interaction Direction
Interaction | DirectionState
| Interaction StatesPresence State
Groups
Skills
Physical | Location
| MOS (Agents) | Agents | The 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) | Agents | The Mean Opinion Score grouped by agent locations. | List | LocationLocations |
| 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 |
|---|
| 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 (Phone)
Media Managers
Interaction Direction
Interaction State
Groups
Skills
Physical Location | No Answer | Agents | An interaction initiated by an agent where the party being contacted did not answer. | List
Big Number
Queuing Party
Skills |
| Offered Inbound | Agents | The 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
| Agent Presence State
Groups
Skills
Physical Locations |
| Not AcceptedOffered Internal | Agents | The number of times an agent was alerted to join an internal interaction between two agents. Offered Internal increases for both the | agent rejected or missed an offered interaction. Not Accepted is a subset of Unexpected.| Info |
|---|
| Previously called Agent No Answer. |
List
Big Numberinitiating 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
| Agent Presence State
Groups
Skills
Physical Locations |
| Offered Outbound | Agents | The | sum of Offered Internal, Offered Inbound, and Offered Outboundnumber 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Physical Location | QueuesAgents | 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 |
|---|
|
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 Inbound | Agents | The 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 | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
physical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users. | List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Presence State | Agents | 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
| List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Offered InternalQueue | 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 | Agent | Interactions Details | List of queues that the interaction entered. The most recently entered queue is first. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
| Interaction DirectionInteraction States
Interaction | StateDirection
| Agent PresenceSkill
Groups | Skills
Physical LocationsOffered Outbound | Agents | 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 | Agent
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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
| Interaction DirectionInteraction States
Interaction | State
Agent Presence
Groups
Skills
Physical Locations
| Physical Location | Agents | The physical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users. | List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Presence State | Agents | The agent's presence state indicating the agents' availability. Presence State can be one of the following states: Ready Ready for Outgoing Away Extended Away Logged Out
| List | Agent | Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations |
| Queue | Interactions Details | List of queues that the interaction entered. The most recently entered queue is first. | List | InteractionDirection
Skill
Groups |
| Queues | If you are using Interaction Plans Manager: The reporting group assigned to the queue. Otherwise, Reporting Group is not available. | List | Queue | Queues |
| Virtual Agents | The reporting group of the interaction plan in which the interaction was first processed. | List | Virtual Agents | Timeframe
Queues
Media Types
Media Managers Virtual Agents Results |
| Resolve rate | Virtual Agents | The percentage of interactions handled by a virtual agent that have been resolved. | Big Number
Gauge
Trend
List
Multi Big Number | Virtual Agents
Media Type | Timeframe
Queues
Media Types
Media Managers Virtual Agents Results |
| Resolved | Virtual Agents | The number of interactions that were resolved while with a virtual agent. | Big Number
Donut
Trend
List
Multi Big Number | Virtual Agents
Media Type | Timeframe
Queues
Media Types
Media Managers |
Interaction States
Interaction Direction
Skill
GroupsReporting 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. | List | InteractionVirtual Agents Results |
| Service Level | Queues | 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
Trend
List
Multi Big Number | Queue
Media Type
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers
| Interaction States
Interaction Direction
Skill
GroupsQueues |
Queuing Party
Skills |
Service Name | Interactions Details | - If you are using Interaction Plans Manager:
The reporting group assigned to the queue.Otherwise, Reporting Group is not available. | List | Queue | Queues | Service Level | Queues | 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- 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.
| List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Virtual Agents | The service name of the interaction plan in which the interaction was first processed. | List | Virtual Agents | Timeframe
Queues
Media Types
Media Managers Virtual Agents Results |
| Session time | Virtual Agents | The time spent with a virtual agent, across all results. | Big Number
Trend
List
Multi Big Number | QueueVirtual Agents
Media Type |
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers Virtual Agents Results |
Queuing Party| Sessions | SkillsService 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.
| List | InteractionVirtual Agents | The number of sessions managed by a virtual agent. | Big Number
Donut
Trend
List
Multi Big Number | Virtual Agents
Media Type | Timeframe
Queues
Media Types
Media Managers |
Interaction States
Interaction Direction
Skill
GroupsVirtual Agents Results |
| Short Abandoned | Queues | 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 Number | Queue
Media Type
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills |
| Virtual Agents | The number of interactions abandoned while in a virtual agent before the configured short abandon time duration. | Big Number
Donut
Trend
List
Multi Big Number | QueueVirtual Agents
Media Type |
Individual Skill
Skill Combination | Timeframe
Queues
Media Types
Media Managers |
Queuing Party
SkillsVirtual Agents Results |
| Shortest Wait Time | Queues | Out of the Currently Waiting calls, the call which has spent the shortest 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 |
| Significant Interactions | Agents | 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Skills | Agents | 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. |
| List | Agent | 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.
| List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skills
Groups |
| Source Address | Interactions Details | The 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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups |
| Start Time | Interactions Details | The 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. | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups |
| Talk Time | Interactions Details | The 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 | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Time in Agent State | Agents | The time since the agent's state was last changed, for example, from Idle to Busy, or from Extended Away to Logged Out. | List | Agent | Queues
Presence State
Interaction State
Groups
Skills
Physical Locations |
| Time in Interaction State | Agents | The time since the agent's interaction state was last changed, for example, from Idle to Ringing. or from Connected to Wrap.
| List | Agent | Queues
Agent PresencePresence State
Interaction State
Groups
Skills
Physical Locations |
| Time In state | Interactions 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. |
| List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups |
| Time In Presence | Agents | The time since the agent last changed their presence, for example, from Away to Ready.
| List | Agent | Queues
Agent PresencePresence State
Interaction State
Groups
Skills
Physical Locations |
| Time To Answer | Interactions Details | For 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). | List | Interaction | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups |
| Total Hold Time | Agents | The 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Total Interrupt Time | Agents | The 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Total Talk Time | Agents | 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Total Unique | Agents | 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Total Unique Customers | Agents | The 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 Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |
| Unexpected | Agents | The number of interactions that an agent did not answer including those when the agent's line was busy.
| List
Big Number
Multi Big Number | Agent | Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence State
Groups
Skills
Physical Locations |