925
Queue Stats
Call Volume (VOL) – Number of calls originating through a call queue. Includes answered calls, abandoned calls, forwards, voicemail, and assisted calls handled.
- VOL = CO+FWD+VM+AST
Calls Handled (CH) – Number of calls answered by agent originating through a call queue. Does not include calls that are answered by the agent and then transferred.
Calls Offered (CO) – Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.
- CO = CH+AC
Adjusted Calls Offered (ACO) – Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
Voicemail (VM) – Number of calls handled by the automated voicemail system.
- Calls that go to the queue's voicemail, if enabled
- If the call is forwarded to a different voicemail box, the call will be considered a forward
Forward (FWD) – Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.
Average Talk Time (ATT) – Average number of minutes spent by agent talking per answered call on calls originating through a call queue.
Assisted Calls Handled (AST) – Number of calls answered and passed onto a different agent for further handling
Average ACW Time (ACW) – Average time an agent spends between the end of a call and submitting call disposition
Average Hold Time (AH) – Average time a caller spends on hold with an agent. Excludes waiting time in the call queue.
Service Level % (SL) – Percentage of calls answered originating through the queue within the set Service Level Agreement, default is 60 seconds.
Percent Dial Transfers (DT) – Percentage of calls that landed in the queue and were offered to an agent
Abandoned Calls (AC) – Number of calls that abandoned the queue before being offered to an agent.
Adjusted Abandoned Calls (AAC) – Number of calls that abandoned the queue in under 10 seconds.
Abandon Rate % (AR) – Percentage of calls offered that were abandoned.
- AR = AC/CO
Adjusted Abandon Rate % (AAR) - Percentage of calls offered that were abandoned in under 10 seconds.
- AAR = AAC/CO
Average Handling Time (AHT) – Average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time
Average Wait Time (AWT) – Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, the total for all queues will be displayed.
SMS Volume (SMS_VOL) – Number of SMS messages originating through a Call Queue
SMS Average Handle Time (SMS_AHT) – Average time an agent spent handling an SMS session
Agent Stats
Calls Handled (CH) – Number of calls answered by agent originating through a call queue.
Time Talking (TT) – Number of minutes spent by an agent on answered calls originating through a call queue
Average Talk Time (ATT) – Average number of minutes spent by agent talking per answered call on calls originating through a call queue
Assisted Calls Handled (AST) – Number of calls answered and passed onto a different agent for further handling
Average ACW Time (ACW) – Average time an agent spends between the end of a call and submitting call disposition
Average Hold Time (AH) – Average time a caller spends on hold with an agent. Excludes waiting time in the call queue.
Average Handling Time (AHT) – Average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time
Missed Calls (MC) – Number of calls originating through a call queue offered to an agent but not answered.
Outbound Attempts (OATT) – Number of outbound call attempts by an agent. Excludes on-net calls and conference calls
Outbound Answered (OANS) – Number of outbound calls by agent answered by the remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls
Outbound Minutes (OM) – Number of minutes spent by agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls
Outbound Average (OAvg) – Average length of time spent by agent on outbound calls. Excludes call center calls, on-net calls, and conference calls
Inbound Attempt (IA) – Number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls, and conference calls
Inbound Answered (IANS) – Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls, and conference calls
Inbound Minutes (IM) – Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls, and conference calls
Inbound Average (IAVG) – Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls, and conference calls
Agent Availability
Logged In (LI) - This is the total time the call center agent's status was set to "online".
Available (AM) - This is the total time the call center agent was available for calls. This includes time logged in / online. It excludes statuses of unavailable such as break, lunch, meeting, web, and other.
Unavailable (UM) - This is the total time the call center agent was not available for calls. Includes time logged off and offline statuses such as break, lunch, meeting, web, and other. Excludes online / available.
Lunch (L) - This is the total time the call center agent's status was set to "lunch".
Break (B) - This is the total time the call center agent's status was set to "break".
Meeting (M) - This is the total time the call center agent's status was set to "meeting".
Other (O) - This is the total time the call center agent's status is not set to available, break, lunch, meeting, or web. Excludes unavailable status.
Web (W) - This is the total time the call center agent's status was set to "web".
Dialed Number Stats
Call Volume (VOL) – Number of calls originating through a call queue. Includes answered calls, abandoned calls, forwards, voicemail, and assisted calls handled.
- VOL = CO+FWD+VM+AST
Calls Handled (CH) – Number of calls answered by agent originating through a call queue. Does not include calls that are answered by the agent and then transferred.
Calls Offered (CO) – Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.
- CO = CH+AC
Adjusted Calls Offered (ACO) – Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
Voicemail (VM) – Number of calls handled by the automated voicemail system.
- Calls that go to the queue's voicemail, if enabled
- If the call is forwarded to a different voicemail box, the call will be considered a forward
Forward (FWD) – Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.
Average Talk Time (ATT) – Average number of minutes spent by agent talking per answered call on calls originating through a call queue.
Assisted Calls Handled (AST) – Number of calls answered and passed onto a different agent for further handling
Average ACW Time (ACW) – Average time an agent spends between the end of a call and submitting call disposition
Average Hold Time (AH) – Average time a caller spends on hold with an agent. Excludes waiting time in the call queue.
Service Level % (SL) – Percentage of calls answered originating through the queue within the set Service Level Agreement, default is 60 seconds.
Percent Dial Transfers (DT) – Percentage of calls that landed in the queue and were offered to an agent
Abandoned Calls (AC) – Number of calls that abandoned the queue before being offered to an agent.
Adjusted Abandoned Calls (AAC) – Number of calls that abandoned the queue in under 10 seconds
Abandon Rate % (AR) – Percentage of calls offered that were abandoned.
- AR = AC/CO
Adjusted Abandon Rate % (AAR) - Percentage of calls offered that were abandoned in under 10 seconds.
- AAR = AAC/CO
Average Handling Time (AHT) – Average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time
Average Wait Time (AWT) – Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, the total for all queues will be displayed.
SMS Volume (SMS_VOL) – Number of SMS messages originating through a Call Queue
SMS Average Handle Time (SMS_AHT) – Average time an agent spent handling an SMS session
Abandoned Calls
Date - the date and time of the call
From Name - the caller's caller ID name
From - the caller's caller ID number
Queue - the extension of the call queue the call was abandoned in
Queue Name - the name of the call queue the call was abandoned in
Dialed Number - the number dialed by the caller to reach the call queue
Wait Time - the amount of time the caller waited before hanging up
