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.

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Column	Description
Alerted	The number of times the agent received an alert for interactions.
Average after call work	The average amount of time the agent spent completing after-call work.
Average alert	The average amount of time the agent received an alert for interactions, within an interval.
Average handle	The average amount of time the agent spent handling interactions.
Average hold	The average amount of hold time for the interactions handled by the agent, within an interval.
Average talk	The average amount of time spent interacting by the agent.
Connected	The number of connected customer sessions for the agent.
Handle	The total number of ACD and non-ACD interactions the agent handled for the selected media type.
Hold	The number of interactions put on hold by the agent, within an interval.
Maximum after call work	The maximum after call work time the agent spent on any single conversation, within an interval.

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For more information, see the Alerts Rules tab.

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Column	Description
Abandon	The cumulative number of abandoned interactions 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.
Average flow out	The average amount of time an interaction spends in a queue before it flows out.
Average handle	The average length of time agents spent handling interactions in the queue.
Average hold	The average time that interactions were placed on hold.
Average talk	The average amount of time spent interacting on a media type.
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.
Avg ACW	Average amount of time spent in after call work across all interactions in the queue within an interval.
Connected	The number of connected interactions.

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For more information, see the Alerts Rules tab.

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Column	Description
Available	Total amount of time in available 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.
Busy	Total amount of time in busy status for the agent.
Communicating	Total amount of time in communicating status for the agent.
Idle	Total amount of time in idle status for the agent.
Interacting	Total amount of time in interacting 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.
Not responding	Total amount of time in not responding status for the agent.

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For more information, see the Alerts Rules tab.

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

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For more information, see Out of adherence.