Real-time Analytics metrics

Virtual Agents
Media Type

Timeframe
Queues
Media Types
Media Managers Virtual Agents Results

The number of interactions in a queue that have been abandoned.

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.

These interactions can later increase either Connected Internal or No Answer metrics.

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
Donut

(Agent) Presence State
(Agent) Location
(Agent) Group
(Agent) Audio Problem
Disposition Codes
Call Rating

Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Presence State
Groups
Skills
Physical Locations

Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Presence State
Groups
Skills
Physical Locations
Licenses

List

Queues
Presence State
Interaction State
Groups
Skills
Physical Locations

Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups

Presence State
Interaction State
Timeframe
Queues
Media Types
Media Managers
Skills

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.

Big Number
Gauge
List
Multi Big Number

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

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

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

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).

The average time agents spent connected to the external contact.

The average time it took for agents to answer interactions in the queue.

The average time for an interaction to be removed from a queue.

Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills

The average time for interactions to be removed from a queue because the number of waiting interactions for this queue exceeds the defined threshold.

The average time for interaction to be removed from a queue because the estimated wait time exceeds the defined threshold.

The average time for interaction to be removed from a queue because no agents are available for this queue.

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

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.

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.

The number of interactions that have been removed from a queue because no agents are available for this queue.

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

The number of interactions that have been removed from a queue.

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.

List
Big Number

Agents

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.

The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC.

List
Big Number

Disposition Code

(if enabled for your account)

Disposition Codes

(if enabled for your account)

List

Disposition Codes (count)

(if enabled for your account)

Queues
Interaction States
Presence State
Groups
Skills
Physical Locations

The interaction plan where the queue is configured.

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
Big Number
Donut

Interaction
Disposition Codes
Call Ratings

Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups

Out of the Currently Waiting calls currently waiting, the call which has spent the longest time waiting in its current queue.

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.

Timeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction States
Groups
Skills
Physical Location

List
Big Number

Timeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction State
Groups
Skills
Physical Location

Offered

Agents

Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills

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.

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.

Reporting Group

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.

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

Otherwise, Reporting Group is not available.

Service Name

• 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.

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 interaction.

Out of the Currently Waiting calls, the call which has spent the shortest time waiting in its current queue.

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.

Queues
Presence State
Interaction State
Groups
Skills
Physical Locations

A comma-delimited, alphabetical list of skills that the interaction was tagged with.

Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skills
Groups

The time an agent spent connected to the external contact. Hold time is excluded.

For Inbound this is from the moment the agent accepts the interactions; for Outbound, it is from when the second party connects; for Internal, Talk Time is always 0.

The time since the agent's state was last changed, for example, from Idle to Busy, or from Extended Away to Logged Out.

The time since the agent's interaction state was last changed, for example, from Idle to Ringing. or from Connected to Wrap.

The time since the agent last changed their presence, for example, from Away to Ready.

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.

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.

The number of interactions that an agent did not answer including those when the agent's line was busy.