Real-time Analytics metrics

1 All groupings
2 All metrics (and their data type, definition, widget type, grouping and filtering details)

All groupings

The following groupings by are available:

Group by	Data type	Description

Group by	Data type	Description
Agents Presence State Agent State Location Group Audio Problem Disposition Code Call Rating Interaction State	Agents	Used for grouping Agents data type metrics.
Interactions Audio Problems Disposition Codes Call Ratings Real-Time Sentiment	Interactions Details	Used for grouping Interaction Details data type metrics.
Queues Media Types Skill Combinations Individual Skills	Queues	Used for grouping Queues data type metrics.
Virtual Agents Media Types	Virtual Agents	Used for grouping Virtual agents data type metrics

All metrics (and their data type, definition, widget type, grouping and filtering details)

The following metrics are available:

Metric	Data type	Description	Widget type	Group by	Filter by

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 Skill Combination Individual Skill	Timeframe Queues Media Types Media Managers Queuing Party Skills
Abandon rate	Virtual Agents	The 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
Abandoned	Queues	The number of interactions in a queue that have been abandoned.	Big Number Donut Trend List Multi Big Number	Queue Media Type Skill Combination Individual Skill	Timeframe Queues Media Types Media Managers Queuing Party Skills
Abandoned	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 Presence State Agent State Groups Skills Physical Locations Licenses
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 Presence State Agent State Groups Skills Physical Locations Licenses
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 Presence State Agent State Groups Skills Physical Locations Licenses
Accepted Monitor	Agents	The number of times an agent successfully connected to another agents call via Monitor in Team Monitoring.	Big Number List Multi Big Number	Agent	Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Presence State Agent State Groups Skills Physical Locations Licenses
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 Presence State Agent State Groups Skills Physical Locations Licenses
Active sessions	Virtual Agents	The number of interactions currently interacting with a virtual agent.	Big Number Donut List Multi Big Number	Virtual Agents Media Type	Timeframe Queues Media Types Media Managers Virtual Agents Results
Agent ID	Agents	ID of agent.	List	Agent	Timeframe Queues Interaction State Presence State Agent State Groups Skills Physical Locations Licenses
Agent ID	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	Presence State Interaction State Timeframe Queues Media Types Media Managers Skills
Agent Name	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 Interaction States Interaction Direction Skill Groups
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 Agent 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 Types Media Managers Queuing Party Skills
Answered	Queues	The 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 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 System-detected WebRTC instability issues If VCC detected local instability during a WebRTC call that could have affected audio quality, those issues may also appear here. For information about what they mean, see Local instability reporting codes detected during a WebRTC call in ContactPad, Local instability reporting codes detected during a WebRTC call in Agent Workspace, or Local instability reporting codes detected during a WebRTC call in Vonage Premier for Service Cloud Voice.	List	Agent	Timeframe Queues Media Types Media Managers Interaction DirectionInteraction StatePresence StateAgent StateGroupsSkillsPhysical LocationsLicenses