| In Queue |
Count of contacts currently in the queue |
| Oldest |
Length of time in the queue for the contact that has been in the queue the longest |
| Scheduled |
Count of customers in the queue for which there is a callback scheduled |
| Queued |
Count of contacts added to the queue during the specified time range |
| Abandoned |
Count of contacts disconnected by the customer while in the queue during the specified time range. Contacts queued for callback are not counted as abandoned |
| Handled |
Count of contacts in the queue that were answered by an agent |
| AHT |
Average time, from start to finish, that a contact was connected with an agent (average handled time). This is calculated by averaging the amount of time between the contact being answered by an agent and the contact ending |
| SL Intervals |
Percentage of contacts removed from the queue between 0 and X seconds after being added to it (Service Level). A contact is removed from the queue when one of the following occurs: an agent answers the call, the customer abandons the call, or the customer requests a call back. The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600 |
| Agent Hung Up |
Count of contacts disconnected where the agent disconnected before the customer |
| Handled In |
Count of incoming contacts handled by an agent during the specified time range that were initiated using one of the following methods: inbound call, transfer to agent, transfer to queue, or queue-to-queue transfer |
| Handled Out |
Count of contacts handled by an agent during the specified time range that were initiated by an agent placing an outbound call using the CCP |
| Callback contacts handled |
Count of contacts handled by an agent that were queued callbacks |
| API Contacts Handled |
Count of contacts that were initiated by an API operation, such as StartOutboundVoiceContact, and handled by an agent |
| Hold Abandons |
Count of contacts that disconnected while the customer was on hold. A disconnect could be because the customer hung up while on hold, or that there was a technical issue with the contact while on hold |
| Consult |
Count of contacts in the queue that were handled by an agent, and the agent consulted with another agent or a call center manager during the contact |
| Max Queued |
The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts |
| Missed |
Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer, during the specified time range. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered |
| Avg abandon time |
Average time, in seconds, that abandoned contacts were in the queue before being abandoned |
| Avg queue answer time |
Average time, in seconds, that a contact was in the queue before being answered by an agent. This is calculated using the amount of time that the contact was in the queue, not any time that the contact spent in prior steps of the contact flow, such as listening or responding to prompts |
| Avg hold time |
Average time, in seconds, that a contact in the queue was on hold |
| Avg interaction time |
Average time, in seconds, that contacts were connected to and interacting with agents. This does not include hold time or time spent waiting in the queue |
| Avg interaction and hold time |
Average time, in seconds, that contacts in the queue spent interacting with agents and on hold. This is calculated as follows:
Avg hold time + Avg interaction time |
| Transferred in |
Count of contacts transferred into the queue during the specified time range |
| Transferred out |
Count of contacts transferred out of the queue during the specified time range |
| Transferred in from queue |
Count of contacts transferred into the queue from another queue during a Customer queue flow |
| Transferred out from queue |
Count of contacts transferred out of the queue to another queue during a Customer queue flow |
