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 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 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 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 a queue before it flows out. 
Total flow out  The total length 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 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 nonACD 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 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 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.