Legacy agent, queue, and user presence metrics
The following list defines the variables for metrics about agents, queues, and user presence.
Column  Description 

Connected  The number of connected customer sessions for the agent. 
Answered interactions  The cumulative number of ACD interactions answered within an interval. 
Handled interactions  The cumulative number of interactions handled within an interval, including ACD interactions and outbound calls made on behalf of the queue. 
Held interactions  The cumulative number of interactions placed on hold within an interval. For example, if an agent places a voice interaction on hold twice, this action counts as one held interaction. 
Transferred interactions  The cumulative number of interactions an agent transferred from the queue within an interval. 
Maximum after call work time  The maximum after call work time for an agent on any single conversation, within an interval. 
Maximum handle time  The maximum handle time (talk time + hold time + ACW) for an agent in the queue during an interval. 
Maximum held time  The maximum hold time for an agent in the queue during an interval. 
Maximum talk time  The maximum talk time for an agent in the queue during an interval. 
Minimum after call work time  The minimum amount of time that an agent spent on any single conversation within an interval, completing work or wrapup activities related to interactions in the agent’s queue divided by the number of interactions that the agent handled. 
Minimum handle time  The minimum amount of time the agent spent on all interactions, plus after call work, divided by the number of interactions within a specified time frame. 
Minimum held time  The minimum amount of time an interaction exists in a Held state, divided by the number of interactions placed on hold, within a specified time frame. 
Minimum talk time  The minimum amount of time the agent has spent on interactions in the agent’s queue divided by the number of interactions that the agent has handled. 
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 aftercall work.. 
Total after call work  The cumulative time spent in aftercall 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 nonACD 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 About the Alerts Rules workspace.
Column  Description 

Abandoned interactions  The cumulative number of abandoned interactions within an interval. 
Answered interactions  The cumulative number of answered ACD interactions within an interval. 
Handled interactions  The cumulative number of system interactions handled within an interval. Voice interactions differ from answered interactions because they include outbound calls made on behalf of a queue and dialer calls. 
Interactions held  The number of interactions in which the hold feature is used within an interval. For example, if an agent places a call on hold twice, this action counts as one interaction held. 
Offered interactions  The cumulative number of interactions routed to the queue within an interval. 
Interactions transferred  The cumulative number of interactions transferred from the queue within an interval. 
Service level  The service level within an interval. 
Maximum after call work time  The maximum after call work of interaction answered within the queue. For example, suppose that a user sets a maximum handle time of >30 seconds. The user is alerted the first time during an interval when any interaction in the queue has a handle time of greater than 30 seconds. 
Maximum handle time  The maximum handle time (talk time + hold time + after call work) of interactions answered within the queue during an interval. 
Maximum held time 
The maximum length of time interactions were placed on hold within a queue during an interval. 
Maximum talk time  The maximum talk time of an interaction in the queue during an interval. 
Maximum time to answer 
The maximum time to answer an interaction in the queue during an interval. 
Maximum wait time  The maximum wait time of an interaction in the queue during an interval. 
Minimum after call work time  The minimum amount of time agents spent on after call work for all interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of after call work time divided by the number of interactions. 
Minimum handle time  The minimum amount of time spent on interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of handle time divided by the number of interactions. 
Minimum held time  The minimum amount of time interactions spent in Held state in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time interactions remained in Hold state divided by the number of held interactions. 
Minimum talk time  The minimum amount of time agents spent on interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time all agents spent on interactions divided by the number of interactions. 
Minimum time to answer  The minimum amount of time taken to answer interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time taken to answer interactions divided by the number of interactions. 
Minimum wait time  The minimum amount of time taken for agents to answer interactions in this queue as specified in the alert threshold metrics. This variable is calculated as the total amount of time interactions waited to be answered divided by the number of interactions. 
Connected  The number of connected interactions. 
Offerred  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. This includes 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. 
Abandon %  The percentage of offered interactions in which the customer disconnected before connecting with an agent. 
Total abandon  The total amount 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 queue before an agent answers it. This metric does not include interactions that agents do not answer. 
Answer %  A measurement of the number of assigned ACD interactions answered by an agent within an interval. 
Total answer  The total amount of time interactions are in the queue waiting before an agent answered them. 
Maximum answer  Maximum amount of time any interaction waited in the queue before an agent answered it. 
Minimum answer  Minimum amount of time any interaction waited in the queue before an agent answered it. 
Flow out  Number of flowouts from the queue within an interval. For more information about flowouts, see Queues performance summary view. 
Average flow out  The average amount of time an interaction spends in queue before it flows out. 
Flow out %  Percentage of flowouts out of total number of interactions in the queue within an interval. 
Total flow out  Total amount of time interactions are in the queue before the flowout, within an interval. 
Maximum flow out  The maximum amount of time an interaction spends in queue before it flows out. 
Minimum flow out  The minimum amount of time an interaction spends in queue before it flows out. 
Handle  The total number of ACD and nonACD interactions in the queue within an interval. 
Average handle  The average amount of time agents spent handling interactions in the queue. 
Total handle  The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and aftercall 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 sessions where user(s) 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 in the queue, within an interval. 
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. 
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 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 Alerts Rules tab.