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- Queue—the name of the queue the interaction entered.
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Within target %—the percentage of interactions offered from queues with respective presented skill assigned that were accepted by agents below or at the target duration provided in the filter.
- Accepted within target duration—the number of interactions offered from queues and accepted by agents below or at the provided target duration.
- Accepted after target duration—the number of interactions offered from queues and accepted by agents after provided target duration.
- Abandoned after target duration—the number of interactions ended by external party after target duration when in the queue.
- Abandoned within target duration—the number of interactions ended by external party before or at target duration when in the queue. Abandoned within target duration interactions are excluded from calculating Within target %.
Insert excerpt _ExcerptWithinTargetCalcuation _ExcerptWithinTargetCalcuation nopanel true
Within target trend (last 7 days) and Within target trend (last 90 days) tiles
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