The following metrics are available:
| 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 | 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 |
| 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 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 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 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 Groups Skills Physical Locations |
| Agent (count) | Agents | The total number of agents. | Big Number | (Agent) Status | Timeframe |
| Agent (count by interaction) | Agents | The number of agents in selected interaction states. | Big Number Donut | Interaction State | Timeframe |
| Agent ID | Agents | ID of agent. | List | Agent | Queues |
| Interactions Details | IDs of the agents who handled the interaction. The most recent agent is first. | List | Interaction | Timeframe | |
| 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 |
| 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 Number Busy | 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 | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
| Agents Availability | Queues | The number of agents in the queue who are available to handle interactions. | Big Number | Queue | Queues Agent Presence 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:
| 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 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:
| 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:
| 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 |
| Avg Wait Time | Queues | Out of the Currently Waiting calls, the average time a call has spent 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 |
| Avg Alerting Time | Agents | 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 | Agent | Timeframe Queues Media Types Media Managers Interaction Direction 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 | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
| Avg Talk Time | 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 Number | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups 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 Combination | 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 | Timeframe Queues Media Types Media Managers Queuing Party 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 | Timeframe |
| Avg Time to Breakout (Capacity) | 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 Combination | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| Avg Time to Breakout (Estimated Wait Time) | Queues | The average time for interaction to be removed from a queue because the estimated wait time exceeds the defined threshold. | Big Number Trend List Multi Big Number | Queue Media Type Individual Skill Skill Combination | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| Avg Time to Breakout (No Agents) | Queues | The average time 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 Combination | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| Avg Time to Breakout (Time) | Queues | 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 | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| Avg Time to Breakout (Voluntary) | Queues | 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. | Big Number Trend List Multi Big Number | Queue Media Type Individual Skill Skill Combination | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| 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 Groups Skills Physical Locations |
| Breakouts (Capacity) | 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 Donut 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. | 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 Types Media Managers Queuing Party Skills |
| Breakouts (Total) | Queues | The 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 Queuing Party Skills |
| Breakouts (Voluntary) | Queues | 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. | 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) | 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 Queuing 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 Queuing 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 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 State Agent Presence Groups Skills Physical Location |
| Connected Outbound | Agents | The 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 Agent Presence Groups Skills Physical Location |
| Connection Unavailable | Agents | The number of times WebRTC interactions were rejected due to no WebRTC connection being available. | List | 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 | Interaction | Timeframe Queues Media Types Media Managers Interaction Direction Interaction States Skills Groups |
| Current 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 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 | Agents | Timeframe Queues Media Types Media Managers Interaction State Interaction Direction Agent Presence 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 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 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 Agent Presence Groups Skills Physical Locations |
| Groups | Agents | A comma-delimited list of groups that an agent is in. | List | Agent | Queues |
| 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 | |
| Interaction State | Agents | The agent's current interaction activity. Interaction State can be one of the following states:
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:
All breakouts are based upon interactions that ended as a result of one of the below queue breakout types:
| List | Interaction | Timeframe Queues Media Types Media Managers Interaction States Interaction Duration Skill Groups | |
| Interactions (count) | Interactions Details | The number of interactions that had audio problems reported for them. | List | Interaction | Timeframe |
| 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 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 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). | List | Interaction | Timeframe Queues Media Types Media Managers Interaction States Interaction Direction Skill Groups |
| Media Type | Interactions Details | The name of the media type of the interaction. | List | Interaction | Timeframe Queues Media Types Media Managers Interaction States Interaction Direction Skill Groups |
| Min Handle Time | Agents | 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 | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
| MOS | Interactions Details | The Mean Opinion Score for the interaction. | List | Interaction | Timeframe |
| MOS (Agents) | Agents | The Mean Opinion Score for agents (Big Number widget) or for each agent (List widget). | List | Agent | Timeframe |
| MOS (Location) | Agents | The Mean Opinion Score grouped by agent locations. | List | Location | 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 Multi Big Number | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
| Not Accepted | Agents | The number of times the agent rejected or missed an offered interaction. Not Accepted is a subset of Unexpected. Previously called Agent No Answer. | List Big Number Multi Big Number | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
Offered | Agents | The sum of Offered Internal, Offered Inbound, and Offered Outbound. | Big Number List Multi Big Number | Agent | Timeframe Queues Media Types Media Managers Interaction Direction Interaction State Agent Presence Groups Skills Physical Locations |
| 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). Agent transfers 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 | |
| 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 Groups Skills Physical Locations |
| Offered Internal | 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. 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 Groups Skills Physical Locations |
| Offered 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 | Timeframe Queues Media Types Media Managers Interaction Direction 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:
| 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 | Interaction | Timeframe Queues Media Types Media Managers Interaction States Interaction Direction Skill Groups |
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 States Interaction Direction 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 | |
| Service Level | Queues | The service level which represents the percentage of interactions in a queue that have been answered within the defined target time. 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 Queuing Party Skills |
Service Name | Interactions Details |
| List | Interaction | Timeframe Queues Media Types Media Managers Interaction States Interaction Direction Skill Groups |
| Short Abandoned | Queues | The number of interactions that entered a queue and were terminated by the customer before a configured duration. | Big Number Donut Trend List Multi Big Number | Queue Media Type Individual Skill Skill Combination | Timeframe Queues Media Types Media Managers Queuing Party Skills |
| 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 Groups Skills Physical Locations |
| Skills | Agents | A comma-delimited, alphabetical list of skills that agents are assigned. 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 |
| Interactions Details | A comma-delimited, alphabetical list of skills that the interaction was tagged with. | List | Interaction | Timeframe | |
| 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 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 Presence 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. 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 Presence 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 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 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 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 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 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 Groups Skills Physical Locations |