Series: Intraday monitoring

Workforce management metric definitions

Learn the definitions of common workforce management definitions. To view the list of all common metrics, see Metric definitions.

Metric Description
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.


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


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.


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 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.


Scheduled agent count is calculated by:

  • Summing up the scheduled on-queue time for all agents associated with the management unit and the selected queue(s), and then dividing by the corresponding interval length.

Actual agent count is calculated by:

  • Querying aggregated agent metrics for the agent routing status for all agents associated with the management unit and the selected queue(s).
  • Looking at the routing status per interval and count on-queue time when routing status is either interacting, idle, or communicating.
  • Summing up the on-queue time for all agents, and then dividing by corresponding interval length.

    Example: If an agent status is interacting, idle, or communicating for 7.5 minutes of a 15-minute interval, then the schedule shows 0.5 agent during that interval.


When an interaction finishes, the system marks it as completed.

Note: Because an interaction may be completed in a different interval than the interval in which it starts, Completed may differ from Offered.

Average talk time (ATT)

This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time.

Calculation: Talk time per interaction segment/# of talk segments

For example, an agent handles ten calls, each with two talk time segments of three minutes each. 3,600 sec/20 segments = 180 seconds or 3 minutes

Talk segments occur each time an agent talks to a customer. For example, an agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are two talk time segments for this interaction.

Only interactions that end within a given time period are used to calculate the average talk time for that period.

See also: talk time

Note: For workforce management short-term forecasting and intraday monitoring views, ATT also includes hold times. 

Average after-call-work time (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. 

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 


This metric represents the total time that agents actually spend handling interactions:

  • Predicted calculation is the total time predicted to be in Interactiong routing status / total scheduled on-queue time in interval.
  • Actual calculation is the total time in Interacting routing status / total actual on-queue time (Interacting + Communicating + Idle routing status time) in interval.

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