_ExcerptBigNumberMetrics

Used in Overview of Dashboards (twice)

Metrics that appear as a simple number:

• Agents
  
  • Failed
  • Not Answered
  • Number Busy
  • Offered
  • Significant Interactions
  • Total Unique
  • Unexpected
• Skills, Media Types and Queues
  • Abandoned
  • Answered
  • Breakouts (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
  • Currently Waiting
  • Offered

Metrics that appear as a time:

• Agents
  • Avg Handle Time
  • Avg Ringing Time
  • Avg Talk Time
  • Avg Wrap Time
  • Max Handle Time
  • Min Handle Time
  • Total Talk Time
• Skills, Media Types and Queues
  • Average Wait Time
  • Avg Time to Abandon
  • Avg Time to Answer
  • Avg Time to Breakout (these are separated into single metrics such as capacity, queue length, voluntary, etc.)
  • Longest Wait Time
  • Shortest Wait Time

Metrics that appear as a percentage:

• Skills, Media Types and Queues
  • SLA
  • Abandon Rate
  • Answer Rate

Metrics that appear as a fraction:

• Queues
  • Agents Availability