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What do the table columns in the Call Center Reporting mean?

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VOL (Call Volume) – Number of calls originating through a call queue. Includes answered calls, abandoned calls, forwards, and voicemail.
CH (Calls Handled) – Number of calls answered by agent originating through a call queue
CO (Calls Offered) – Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.
ACO (Adjusted Calls Offered) – Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
VM (Voicemail) – Number of calls handled by the automated voicemail system.
FWD (Forward) – Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.
ATT (Average Talk Time(min)) – Average number of minutes spent by agent talking per answered call on calls originating through a call queue
AST (Assisted Calls Handled) – Number of calls answered and passed onto a different agent for further handling
ACW (Average ACW Time) – Average time an agent spends between the end of a call and submitting call disposition
AH (Average Hold Time (min)) – Average time a caller spends on hold with an agent. Excludes waiting time in the call queue.
SL (Service Level %) – Percentage of calls answered originating through the queue within 60 seconds
DT (Percent Dial Transfers) – Percentage of calls that landed in the queue and were offered to an agent
AC (Abandoned Calls) – Number of calls that abandoned the queue before being offered to an agent.
AAC (Adjusted Abandoned Calls) – Number of calls that abandoned the queue in under 10 seconds
AR (Abandon Rate %) – Percentage of calls offered that were abandoned. (Abandoned Calls)/(Calls Offered)
AAR (Adjusted Abandon Rate %) - Percentage of calls offered that were abandoned in under 10 seconds. (Adjusted Abandoned Calls)/(Calls Offered)
AHT (Average Handling Time (min)) – Average time an agent spent on a call. Includes Talk Time, Hold Time, and Disposition Time
AWT (Average Wait Time) – 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_VOL (SMS Volume) – Number of SMS messages originating through a Call Queue
SMS_AHT (SMS Average Handle Time) – Average time an agent spent handling an SMS session
AAS (Average Answer Speed) – Average time a call is in the queue before being dispatched to an agent
TT (Time Talking) – Number of minutes spent by an agent on answered calls originating through a call queue
MC (Missed Calls) – Number of calls originating through a call queue offered to an agent but not answered.
OATT (Outbound Attempts) – Number of outbound call attempts by an agent. Excludes on-net calls and conference calls
OANS (Outbound Answered) – Number of outbound calls by agent answered by the remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls
OM (Outbound Minutes) – Number of minutes spent by agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls
OAvg (Outbound Average) – Average length of time spent by agent on outbound calls. Excludes call center calls, on-net calls, and conference calls
IA (Inbound Attempt) – Number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls, and conference calls
IANS (Inbound Answered) – Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls, and conference calls
IM (Inbound Minutes) – 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
IAVG (Inbound Average) – Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls, and conference calls

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