Metric definitions


Learn the definitions of common metrics. 

 

Metric Definition
Metric Definition
Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Abandon

The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Average abandon

The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Total abandon

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

Active agents

The number of active agents. In some views, this number is shown next to the total number of queue members.

After-call work (ACW)

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
Note: ACW for callback interactions is always zero. 

Answered

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Meal

The time spent in the Meal status for the specified period.

Average wait

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Calculated by: Total Wait Time / Interactions

Average hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Average after-call work (Avg ACW)

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 

Avg talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.

Contacts handled

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

Customers interacting

The number of customers in conversation or on chat with an agent.

Customers waiting

An instantaneous observation of the number of interactions waiting in the queue to be answered. Waiting is calculated by the sum total of the number of interactions waiting.

Average handle time (AHT)

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

Average speed of answer (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. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

Held interactions

The number of interactions with holds.

Hold

The cumulative hold time for all interactions.

Interacting

The time that the agent was handling interactions.

Training

The time spent in the Training status for the specified period.

Logged in

The total amount of time a user is logged in for the specified period.

Meeting

The time spent in the Meeting status for the specified period.

Offered

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Offered to assignment

A measurement of call attempts that reach the Assignment Service including abandoned calls.

Break

The time spent in the Break status for the specified period.

On Queue

The On Queue metric represents the number of agents that are on queue for a specific queue.

On unassigned interactions

This metric represents the number of agents currently working on non-assigned interactions. This value may not indicate misappropriated work. Non-assigned interactions could include after call work calls. 

Remote

The name or number in communication with the named agent. A name appears only if the remote number matches a directory entry.

Service level %

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100

Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Staffed agents

An instantaneous observation/query equivalent to Joined to Queue X. Staffed agents are the set of people that are currently staffed on a queue.

Supplemental agents

An instantaneous observation/query equivalent to Role of Agent & Eligible to Join Queue X & Online & not joined to queue X. Supplemental agents are the set of people that can be staffed for a queue.

Talk

Amount of time spent interacting on a media type.

Time in status

The amount of time the agent has been in the current status.

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / Interactions Answered) * 100

Transfer

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Blind transfer

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

Consult

The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

Consult transfer

The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction. 

Trunk load

Trunk load is a time-related metric that includes all components of a voice interaction, other than the after-call work which does not require a circuit.

Trunk load =  Ring + Attendant/IVR + Assignment + Talk Time

Total wait

The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Waiting

The number of interactions waiting to be answered. Waiting is calculated by the sum total of the number of interactions waiting.

Working interactions

A derived metric of the total count of unique interactions being worked by an agent within a time period.

Calculated by: Unique Interactions Holding + Talking + ACW.

Communicating

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

Not Responding

An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Available

The time spent in the Available status for the specified period.

Away

The time spent in the Away status for the specified period.

Busy

The time spent in the Busy status for the specified period.

Idle (Away)

The time spent in the Away status. PureCloud puts agents into the Idle status when they are logged on to the desktop application but the screen saver engages, the screen locks, or the system enters sleep mode because of the agent's inactivity. The amount of time it takes for PureCloud to change the agent's status to Idle depends on the user's system settings. When an agent enters Idle status, PureCloud displays the agent's status as Away (for example, on the agent's profile page).

Idle

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. 

 
Flow-Out

Flow-outs are interactions that enter and leave a queue without getting answered by an agent or disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

Outbound 

This metric represents the number of outbound interactions placed on behalf of queue.

Total handle

The total amount 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.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Total dialing

The total amount of time an outbound interaction spends dialing a contact.

Average dialing
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
Total contacting

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Average contacting

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Calculated by: (total contacting time/ total number of contacting segments)

Alert - No Answer

The number of times the agent did not answer an offered interaction while On Queue or Interacting.  While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.

Total Alert - No Answer

The total number of seconds PureCloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Alert

The number of times agents receive an alert for interactions. 

Total Alert

The total time PureCloud alerts agents before the agent accepts or declines an interaction.