Real time agent, queue, user presence, and employee engagement metrics

The following list defines the variables for metrics about agents, queue, user presence, and employee engagement.

Column Description
Connected The number of connected customer sessions for the agent.
Transferred The number of transferred customer sessions for the agent.
Average after call work The average amount of time the agent spent completing after-call work.
Total after call work The cumulative time spent in after-call work (ACW) on all interactions.
Single conversation total after call work The amount of time spent in ACW for any conversation.
Maximum after call work The maximum after call work time the agent spent on any single conversation, within an interval. 
Minimum after call work The minimum after call work time the agent spent on any single conversation, within an interval.
Alerted

The number of times the agent received an alert for interactions.
Average alert The average amount of time the agent received an alert for interactions, within an interval.
Total alert The total amount of time the agent received an alert for interactions, within an interval.
Single Conversation Total Alert The total amount of time the agent received an alert for any single interaction.
Minimum alert The minimum amount of time the agent received an alert for any interaction, within an interval.
Maximum alert The maximum amount of time the agent received an alert for any interaction, within an interval.
Handle The total number of ACD and non-ACD interactions the agent handled for the selected media type.
Average handle The average amount of time the agent spent handling interactions.
Total handle The total amount of time the agent spent handling interactions.
Single conversation total handle The total amount of time the agent spent handling any single interaction.
Maximum handle The maximum amount of time the agent spent handling any single interaction, within an interval
Minimum handle The minimum amount of time the agent spent handling any single interaction, within an interval
Hold The number of interactions put on hold by the agent, within an interval.
Average hold The average amount of hold time for the interactions handled by the agent, within an interval.
Total hold The total amount of hold time for the interactions handled by the agent, within an interval.
Single conversation total hold The total amount of hold time for any single interaction handled by the agent.
Maximum hold The maximum amount of hold time for any interaction handled by the agent, within an interval.
Minimum hold The minimum amount of hold time for any interaction handled by the agent, within an interval.
Talk Count The number of sessions the agent interacted within an interval.
Average talk The average amount of time spent interacting by the agent.
Total talk

The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Single conversation total talk The total amount of time spent interacting on any conversation by the agent.
Maximum talk The maximum amount of time spent interacting on any conversation by the agent, within an interval.
Minimum talk The minimum amount of time spent interacting on any conversation by the agent, within an interval.

For more information, see the Alerts Rules tab.

Column Description
Connected The number of connected interactions.
Offered The number of interactions offered to a queue by an Automatic Call Distributor (ACD).
Outbound The number of outbound conversations placed on behalf of a queue.
Transferred The number of interactions transferred, including blind and consult transfers.
Interactions The number of users interacting on the queue.
Service Level % The service level for a queue.
Abandon The cumulative number of abandoned interactions within an interval.
Total abandon The total length of time interactions are in the queue waiting for an agent to answer them before customers abandoned the interactions.
Max abandon The maximum time taken for an interaction to abandon.
Min abandon The minimum time taken for an interaction to abandon.
Avg ACW Average amount of time spent in after call work across all interactions in the queue within an interval.
Total ACW Total amount of time spent in after call work, for all the interactions combined in the queue within an interval.
Single Conversation Total ACW Total amount of time spent in after call work for any interaction in the queue.
Max ACW Maximum amount of time spent in after call work within an interval.
Min ACW Minimum amount of time spent in after call work within an interval.
Answer The total number of interactions answered in the queue within an interval.
ASA The average amount of time an interaction waits in a queue before an agent answers it. This metric does not include agents unanswered interactions.
Total answer The total length of time interactions are in the queue waiting before an agent answered them.
Maximum answer The maximum amount of time any interaction waited in the queue before an agent answered it.
Minimum answer The minimum amount of time any interaction waited in the queue before an agent answered it.
Flow out Number of flow-outs from the queue within an interval. For more information about flow-outs, see Queues performance summary view.
Average flow out The average amount of time an interaction spends in a queue before it flows out.
Total flow out The total length of time interactions are in the queue before the flow-out, within an interval.
Maximum flow out The maximum amount of time an interaction spends in a queue before it flows out.
Minimum flow out The minimum amount of time an interaction spends in a queue before it flows out.
Handle The total number of ACD and non-ACD interactions in the queue within an interval.
Average handle The average length of time agents spent handling interactions in the queue.
Total handle The total length of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.
Single conversation total handle The total handle time for any single conversation in the queue.
Maximum handle The maximum amount of time an agent spent handling an interaction in the queue.
Minimum handle The minimum amount of time an agent spent handling an interaction in the queue.
Hold The number of interactions with holds within an interval. The average time that interactions were placed on hold.
Average hold The average time that interactions were placed on hold.
Total hold The total hold time for all the interactions combined in the queue within an interval.
Single conversation total hold The total hold time for any single conversation in the queue.
Maximum hold The maximum amount of time an interaction is on hold in the queue.
Minimum hold The minimum amount of time an interaction is on hold in the queue.
Talk Count The number of sessions where users interacted during conversations.
Average talk
The average amount of time spent interacting on a media type.
Total talk

The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Single conversation total talk The total amount of time spent interacting on any conversation in the queue.
Maximum talk The maximum amount of time spent interacting on any conversation in the queue, within an interval.
Minimum talk The minimum amount of time spent interacting on any conversation in the queue, within an interval.
Average wait The average wait time of the interactions in the queue before an agent answered it, it flowed out, or the customer abandoned it.
Total wait The total wait of time interactions in the queue, within an interval.
Single conversation total wait The total wait time of any single conversation in the queue.
Maximum wait The maximum wait time of any conversation in the queue, within an interval.
Minimum wait The minimum wait time of any conversation in the queue, within an interval.
Waiting The total number of waiting conversations in the queue.

For more information, see the Alerts Rules tab.

Column Description
On queue Total amount of time in on queue status for the agent.
Off queue Total amount of time in off queue status for the agent.
Available Total amount of time in available status for the agent.
Busy Total amount of time in busy status for the agent.
Away Total amount of time in away status for the agent.
Break Total amount of time in break status for the agent.
Meal Total amount of time in meal status for the agent.
Meeting Total amount of time in meeting status for the agent.
Training Total amount of time in training status for the agent
Interacting Total amount of time in interacting status for the agent.
Communicating Total amount of time in communicating status for the agent.
System away Total amount of time in the system away status for the agent.
Idle Total amount of time in idle status for the agent.
Not responding Total amount of time in not responding status for the agent.

For more information, see the Alerts Rules tab.

Column Description
Out of Adherence The duration a user or specific user in a specific work team is in the out of adherence status. 

For more information, see Out of adherence.