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Excerpt

The following metrics are available:

MetricData typeDescriptionWidget typeGroup byFilter by
Abandon RateQueuesThe percentage of interactions in the queue that have been abandoned.Big Number
Gauge
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Skills
AbandonedQueues

The number of interactions in a queue that have been abandoned.

Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Skills
Accepted

Agents

The sum of Accepted Inbound, Accepted Internal or Accepted Outbound. Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Accepted InboundAgents

The number of times an interaction was successfully delivered from queue to an agent.

A single interaction can be delivered multiple times to the same agent. Accepted Inbound increases each time the agent accepts the interaction.

Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Accepted InternalAgentsThe number of times an agent successfully connected on an internal interaction between two agents. Accepted Internal increases for both the initiating and receiving agent.
OR
The number of times an agent was consulted as part of an existing interaction with an external party. Accepted Internal increases each time an agent is consulted.

These interactions can later increase either Connected Internal or No Answer metrics.

Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Accepted OutboundAgents

The number of interactions initiated and accepted by the agent, where intended destination was an external party (Outbound). These can also be system generated outbound interactions. This does not indicate a connection to a second party.

These interactions can later increase either Connected Outbound or No Answer metrics.

Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Agent (count)AgentsThe total number of agents.

Big Number
Donut

(Agent) Status
(Agent) Location
(Agent) Group
(Agent) Audio Problem
Disposition Codes
Call Rating

Timeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations

Agent (count by interaction)AgentsThe number of agents in selected interaction states.Big Number
Donut
Interaction State

Timeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Presence State
Groups
Skills
Physical Locations
Licenses

Agent IDAgentsID of agent.

List

Agent

Queues
Agent Presence
Interaction State
Groups
Skills
Physical Locations

Interactions DetailsIDs of the agents who handled the interaction. The most recent agent is first.ListInteraction

Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups

Agent NameAgents (does not appear in list of metrics)

Name of agent.Not shown in widget builder list. Available to use as key in certain widgets.Agent

Agent Presence
Interaction State
Timeframe
Queues
Media Types
Media Managers
Skills

Interactions DetailsNames of the agents who most handled the interaction. The most recent agent is first.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Agent Number BusyAgentsThe number of calls that the agent did not answer because their line was busy. Agent Number Busy is a subset of Unexpected.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Agents AvailabilityQueuesThe number of agents in the queue who are available to handle interactions.

Big Number
Gauge
List
Multi Big Number

QueueQueues
Agent Presence
Groups
Skills
Physical Locations
Agents Availability (by type)Queues

The number of agents in the queue who are available to handle interactions of different kinds. Availability can be one or multiple of the following types:

  • Live (for example, Phone)
  • Semi-live (for example, Chat)
  • Non-live (for example, Case) 

Big Number
Gauge
List
Multi Big Number

QueueQueues
Agent Presence
Groups
Skills
Physical Locations
Answer RateQueuesThe percentage of interactions in the queue that have been answered.Big Number
Gauge
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
AnsweredQueuesThe number of calls successfully connected to an agent. Big Number
Gauge
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Answered within targetQueuesThe number of interactions in a queue that are answered within the target (target is defined in Target Time to Answer option).Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Audio ProblemsAgents

Audio problems reported by an agent separated by commas. Audio problems can be one or more of the following values:

  • Too loud
  • Too quiet
  • Echo
  • Distortion
  • Background noise
  • Delay
  • Other
ListAgentTimeframe
Queues
Media Types
Media Managers
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Interactions Details

Audio problems reported for an interaction separated by commas. Audio problems can be one or more of the following values:

  • Too loud
  • Too quiet
  • Echo
  • Distortion
  • Background noise
  • Delay
  • Other
ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Audio Problems (count)AgentsThe number of audio problems reported by an agent.ListAgentTimeframe
Queues
Media Types
Media Managers
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Interactions DetailsThe number of audio problems reported for an interaction.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Avg Handle TimeQueuesThe average time an agent spent handling interactions delivered from the queue. Average Handle Time is the average of the sum of Alerting Time, Connected Time and Wrap Time.List
Big Number
Multi Big Number
Individual Skills
Media Types
Queues
Skill Combinations
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Groups
Skills
Avg Wait TimeQueuesOut of the Currently Waiting calls, the average time a call has spent in its current queue.List
Big Number
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Alerting TimeAgents

The average time the system waited for the agent to accept or reject an inbound interaction—for calls this is the time the agent's phone was ringing.

For outbound interactions, Avg Alerting Time is the average time the agent took to accept and connect to the interaction, not the average time the destination address took to answer (see Time To Answer).

List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Avg Handle TimeAgentsThe average time the agent spent handling interactions, which is the average of the sum of Alerting Time, Connected Time and Wrap TimeAvg Handle Time does not include Parked (non-live hold) and Interrupted time.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Avg Talk TimeAgents

The average time an agent spent connected to another party. For Inbound this is from the moment the agent accepts the interactions; for Outbound and Internal it is from when the second party connects. Hold time is excluded.

List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Avg Time to AbandonQueuesThe average time it took for callers to abandon interactions in the queue.Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to AnswerQueues

The average time it took for agents to answer interactions in the queue.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to Breakout (Any)Queues

The average time for an interaction to be removed from a queue.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination

Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills

Avg Time to Breakout (Capacity)Queues

The average time for interactions to be removed from a queue because the number of waiting interactions for this queue exceeds the defined threshold.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to Breakout (Estimated Wait Time)Queues

The average time for interaction to be removed from a queue because the estimated wait time exceeds the defined threshold.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to Breakout (No Agents)Queues

The average time for interaction to be removed from a queue because no agents are available for this queue.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to Breakout (Time)Queues

The average time for interactions to be removed from a queue because the time spent waiting in the queue exceeds the defined threshold.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Time to Breakout (Voluntary)Queues

The average time for interactions to be removed from a queue by the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.


Big Number
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Avg Wrap TimeAgentsThe average time the agent spent in the Wrap-Up state after handling a interaction.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Breakouts (Capacity)Queues

The number of interactions that have been removed from a queue because the number of waiting interactions for this queue exceeds the defined threshold.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Breakouts (Estimated Wait Time)Queues

The number of interactions that have been removed from a queue because the estimated wait time exceeds the defined threshold.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Breakouts (No Agents)Queues

The number of interactions that have been removed from a queue because no agents are available for this queue.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Breakouts (Time)Queues

The number of interactions that have been removed from a queue because the time spent waiting in the queue exceeds the defined threshold.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Breakouts (Total)Queues

The number of interactions that have been removed from a queue.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Breakouts (Voluntary)Queues

The number of interactions that have been removed from a queue by the caller. For example, the caller waits in a queue then breaks out of the queue to go to a different queue.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Canceled (Recall)QueuesNumber of times that agents abandoned queues, for example, to end a consult to an ACD or to an interaction plan.Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Canceled (Total)QueuesTotal of Canceled (Recall) and Canceled (Transfer).Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Canceled (Transfer)QueuesNumber of times that agents started consults, entered queues, and then transferred customers into the queues before the agents' waiting interactions were answered.Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills
Connected InternalAgentsThe number of Internal interactions where both agents connected. Connected Internal count increases for both the initiating and receiving agentList
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Location
Connected OutboundAgentsThe number of Outbound interactions initiated by the agent and successfully connected to a second external party. List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Location
Connection UnavailableAgentsThe number of times WebRTC interactions were rejected due to no WebRTC connection being available.

List
Big Number

AgentsTimeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
Licenses
Conversation GuidInteractions DetailsThe unique ID for the conversation. If no ID is available, N/A is shown.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skills
Groups
Current Media Manager

Agents


The origin of the interaction that an agent is engaged in. Possible values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListAgentQueues
Agent Presence
Interaction State
Groups
Skills
Physical Locations
Current Media TypeAgentsThe media types of interactions currently being handled by an agent.ListAgentQueues
Agent Presence
Interaction State
Groups
Skills
Physical Locations
Current State SinceAgentsThe time since the agent's presence or interaction state changed. Current State Since is the shortest of Time in Interaction State and Time in Presence.ListAgentQueues
Agent Presence
Interaction State
Groups
Skills
Physical Locations
Currently WaitingQueues

The number of interactions currently waiting in a queue, not yet delivered to an agent. Currently Waiting does not include interactions in an IVR, for example, navigating menus.


List
Big Number
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Queues
Media Types
Media Managers
Queuing Party
Skills
Destination AddressInteractions DetailsThe address of the party being contacted by the interactions. For Inbound this is the address that the customer used when contacting VCC. For Outbound interactions this is the address of the customer being contacted. For Internal this is the name of the agent being contacted.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Destination NameInteractions Details

The name of the destination from the Interaction Plans Manager that the customer reached when contacting VCC.

ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Device UnreachableAgentsThe number of times WebRTC interactions were rejected due to the agent's browser not having permission to use the agent's microphone.

List
Big Number

AgentsTimeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
Licenses

Disposition Code

(if enabled for your account)

Interactions DetailsThe last disposition code reported for the interaction.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups

Disposition Codes

(if enabled for your account)

AgentsDisposition codes reported by an agent, separated by commas. The most recently reported code is first.

List

AgentTimeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations

Disposition Codes (count)

(if enabled for your account)

AgentsThe number of disposition codes reported by an agent.ListAgentTimeframe
Queues
Media Types
Media Managers
Interaction State
Interaction Direction
Agent Presence
Groups
Skills
Physical Locations
Failed to ConnectAgentsThe number of interactions that failed to connect to an agent possibly due to configuration or network errors.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
GroupsAgentsA comma-delimited list of groups that an agent is in.ListAgent

Queues
Interaction States
Agent Presence
Groups
Skills
Physical Locations

Handle TimeInteractions DetailsThe time that an agent or agents have spent working with an interaction. If multiple agents have handled the interaction, all agents' handle time in relation to the interaction is included. Handle Time includes the time agents have spent in Alerting, Connected, and Wrap states, for interactions where an agent connected.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Hold TimeInteractions DetailsThe time that any party spent on hold (calls), or the interaction was parked (cases). If multiple hold events coincide for multiple parties then elapsed time is reported.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Skill
Groups
Initial DirectionInteractions DetailsThe direction of the interaction when it began. Initial Direction can be either Inbound (external party initiated), Outbound (agent initiated to external party), or Internal (agent initiated to another agent).ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction States
Skill
Groups
Interaction PlanInteractions DetailsThe interaction plan where the interaction was first processed.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Queues

The interaction plan where the queue is configured.


ListQueueQueues
Interaction StateAgents

The agent's current interaction activity. Interaction State can be one of the following states:

  • None. An agent with this interaction state is logged out and working on no interactions.
  • IdleAn agent with this interaction state is currently working on no interactions.

  • Alerting. An agent with this interaction state is being offered, but is yet to accept. an interaction.

  • Connected. An agent with this interaction state is actively connected to one or more interactions.

  • Unparked. An agent with this interaction state was working on a call, parked that call to take a priority call, and has now unparked the original call.
  • ResumedAn agent with this interaction state was working on an interaction, but was interrupted. After the interruption, the interaction was resumed.

  • WrapAn agent with this interaction state is actively wrapping up one or more interactions.

  • Agent No Answer. The agent failed to answer an alerting interaction. The alert either timed out or the agent rejected the interaction.

  • Agent Number Busy. The agent being called declined the call or is busy on another call (outside VCC).

  • Number unobtainableThe agent's configured number could not be reached.

  • Call RejectedThe connection to this agent was rejected at some point while trying to connect.
  • Failed to Connect. Exact cause is undetermined.

Info

Where applicable, the direction of the associated interaction is appended to the state. For example, Connected - Inbound or Wrap - Outbound


istAgentQueues
Agent Presence
Interaction State
Groups
Skills
Physical Locations
Interactions Details

The status of the interaction. Interaction State can be one of the following states:

  • Alerting. An outbound or internal interaction that is waiting for the second party to connect.
  • IVR. Any interaction that is within an IVR.
  • Queue. Any interaction that has one channel waiting in a queue.
  • Connected - Active. More than two parties are connected.
  • Connected - On Hold. One or more parties are placed on hold for live interactions, or parked for non-live interactions.
  • Connected - Interrupted. The interaction has been interrupted (and put aside) while the agent focuses on a higher priority interaction.
  • Completed - Abandoned. An interaction where the external party disconnected within the queue, or whilst the agent is being alerted.
  • Completed - No Answer. An interaction initiated by an agent where the party being contacted did not answer.
  • Completed - Agent No Answer. An outbound or internal interaction where the initiating agent did not answer.
  • Completed - Answered. Any interaction that resulted in two parties being connected.

All breakouts are based upon interactions that ended as a result of one of the below queue breakout types:

  • Completed - Breakout - Estimated Wait Time
  • Completed - Breakout - Max Queue Length
  • Completed - Breakout - Max Queue Time
  • Completed - Breakout - No Agents
  • Completed - Breakout - Voluntary 
  • Completed 
ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Duration
Skill
Groups
Interactions (count)Interactions DetailsThe number of interactions that had audio problems reported for them.

List
Big Number
Donut

Interaction
Disposition Codes
Call Ratings

Timeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups

Interrupted TimeInteractions DetailsThe amount of time that an interaction was interrupted while the agent handled a high priority interaction. Only non-live interactions can be interrupted.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Longest Wait TimeQueues

Out of the Currently Waiting calls currently waiting, the call which has spent the longest time waiting in its current queue.


List
Big Number
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination
Queues
Media Types
Media Managers
Queuing Party
Skills
Mapping NameInteractions DetailsThe name of the mapping that determined which interaction plan the interaction was routed through.ListInteractionTimeframe
Queues
Media Types
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Max Handle TimeAgentsThe longest time any interaction was handled by an agent. Max Handle Time is the longest of the sums of Alerting Time, Connected Time and Wrap Time. Max Handle Time does not include Parked (non-live Hold) and Interrupted Time.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Media ManagerInteractions DetailsThe origin of an interaction. Available values are VBC, VCC, Salesforce, SkypeForBusiness (depending on features enabled for the account).ListInteractionTimeframe
Queues
Media Types 
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Media TypeInteractions DetailsThe name of the media type of the interaction.ListInteraction

Timeframe
Queues
Media Types 
Media Managers
Interaction States
Interaction Direction
Skill
Groups
Min Handle TimeAgents

The shortest time any interaction was handled by an agent. Min Handle Time is the shortest of the sums of Alerting Time, Connected Time and Wrap Time. Min Handle Time does not include Parked (non-live Hold) and Interrupted Time.

List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
MOSInteractions DetailsThe Mean Opinion Score for the interaction.ListInteraction

Timeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction States
Groups
Skills
Physical Location

MOS (Agents)AgentsThe Mean Opinion Score for agents (Big Number widget) or for each agent (List widget).

List
Big Number

Agent

Timeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction State
Groups
Skills
Physical Location

MOS (Location)AgentsThe Mean Opinion Score grouped by agent locations.ListLocationTimeframe
Queues
Media Types (Phone)
Media Managers
Interaction Direction
Interaction State
Groups
Skills
Physical Location
No AnswerAgentsAn interaction initiated by an agent where the party being contacted did not answer.List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Not AcceptedAgents

The number of times the agent rejected or missed an offered interaction. Not Accepted is a subset of Unexpected.


Info
Previously called Agent No Answer.


List
Big Number
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations

Offered

Agents

The sum of Offered InternalOffered Inbound, and Offered Outbound.Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
Media Managers
Interaction Direction
Interaction State
Agent Presence
Groups
Skills
Physical Locations
Queues

The number of all interactions that have been in a queue. Offered is the sum of Answered, Abandoned (including Short Abandoned), and Breakouts (Total).

Info
titleAgent transfers

If enabled for your account, Include Agent Transfers determines whether Offered includes interactions that were transferred to another queue.


Big Number
Donut
Trend
List
Multi Big Number
Queue
Media Type
Individual Skill
Skill Combination

Timeframe
Queues
Media Types
Media Managers
Queuing Party
Skills

Offered InboundAgentsThe number of interactions that were offered to the agent from a queue. These interactions can end up Accepted Inbound, Unexpected or Failed. When the same interaction is offered to an agent multiple times from a queue, the Offered Inbound increases for each occurrence. Big Number
List
Multi Big Number
AgentTimeframe
Queues
Media Types
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Offered Internal

Agents

The number of times an agent was alerted to join an internal interaction between two agents. Offered Internal increases for both the initiating and receiving agent.
OR
The number of times an agent was alerted for a consult as part of an existing interaction with an external party. Offered Internal increases each time an agent is consulted.

These interactions can end up in Connected Internal or No Answer.

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Offered OutboundAgents

The number of interactions initiated by the agent, where intended destination was an external party (Outbound). These can also be system generated outbound interactions. This does not indicate a connection to a second party.

These interactions can later increase either Connected Outbound or No Answer metrics.

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Physical LocationAgentsThe physical location of the agent as defined in their user record in User Admin. For information, see Configuring individual users.Admin. For information, see Configuring individual users.ListAgentQueues
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Interaction State
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Presence StateAgents

The agent's presence state indicating the agents' availability. Presence State can be one of the following states:

  • Ready

  • Ready for Outgoing

  • Away

  • Extended Away

  • Logged Out

ListAgentQueues
Agent PresenceAgent Presence
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QueueInteractions DetailsList of queues that the interaction entered. The most recently entered queue is first.ListInteractionTimeframe
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Reporting Group

Interactions Details

If you are using Interaction Plans Manager: The reporting group of the interaction plan in which the interaction was first processed.

Otherwise, Reporting Group will be the service name value assigned to the interaction plan in the Interaction Plans Architect.

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Queues

If you are using Interaction Plans Manager: The reporting group assigned to the queue.

Otherwise, Reporting Group is not available.

ListQueueQueues
Service LevelQueues

The service level which represents the percentage of interactions in a queue that have been answered within the defined target time.


Info

The default algorithm for calculating service level is:

Answered within target ÷  (Answered + Abandoned + Breakouts) x 100 

When Include Queue Breakouts in SLA calculation is No, breakouts are not counted. The new algorithm is:

Answered within target ÷  (Answered + Abandoned) x 100 

Interactions considered Short Abandoned are not included in Abandoned in the calculation.

If there are no interactions, or all interactions are Short Abandoned, Service Level is N/A.


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Service Name

Interactions Details
  • If you are using Interaction Plans Manager:
    • The service name value assigned to the interaction.
      Service name can be the name of the destination used to contact VCC, the name of the interaction plan in which the interaction was first processed, or the reporting group of the interaction plan in which the interaction was first processed.
  • Otherwise:
    • The service name value assigned to the interaction plan.
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Short AbandonedQueues

The number of interactions that entered a queue and were terminated by the customer before a configured duration.
Unlike standard abandoned calls, short abandoned calls typically occur when a caller accidentally enters a queue. The short queueing duration give the agents no opportunity to handle the interaction.

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Shortest Wait TimeQueues

Out of the Currently Waiting calls, the call which has spent the shortest time waiting in its current queue.


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Significant InteractionsAgents

The number of interactions that were connected to more than one party (an agent plus another) for longer than the configured threshold. For example, the number of calls where the agent was connected to the customer for at least one minute. Significant Interactions can be used to filter out voicemail and short, insignificant conversations.


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SkillsAgents

A comma-delimited, alphabetical list of skills that agents are assigned.

Note

If an interaction was tagged with a skill that has since been deleted, that skill does not appear in Skills. However, the interaction is still tagged with the skill.


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Interactions Details

A comma-delimited, alphabetical list of skills that the interaction was tagged with.


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Source AddressInteractions DetailsThe address of the party that initiated the interaction. For Inbound interactions, this is the address of the customer. For Outbound interactions, the address is the callback number. For Internal interactions, the address is the agent's name. The source address for a call is the phone number and changes appropriately based upon the media types, for example, cases may display an email address.ListInteractionTimeframe
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Start TimeInteractions DetailsThe time at which an interaction started. For Inbound interactions, this is when it arrived at the Vonage Contact Center; for Outbound and Internal interactions, this is when the agent initiated the interactions.ListInteractionTimeframe
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State - PresenceAgents

The agent's presence state indicating the agents' availability. State - Presence can be one of the following states:

  • Ready

  • Ready for Outgoing

  • Away

  • Extended Away

  • Logged Out

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Talk TimeInteractions DetailsThe time an agent spent connected to another party. For Inbound, this is from the moment the agent accepts the interactions; for Outbound and Internal, it is from when the second party connects. Hold Time is excluded.ListInteractionTimeframe
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Time in Interaction StateAgents

The time since the agent's interaction state was last changed, for example, from Idle to Ringing. or from Connected to Wrap.


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Time In stateInteractions Details

The time since the Interaction State last changed, for example, from IVR to Queue, or from Connected to Completed.

Info

The interaction might have been in each state multiple times. Time In state is the most recent amount of time spent in the current state.


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Time In PresenceAgents

The time since the agent last changed their presence, for example, from Away to Ready.


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Time To AnswerInteractions DetailsFor Inbound interactions, this is the time between the interaction entering the first queue and when the agent accepted the interaction. For Outbound and Internal interactions, this is the time between the interaction beginning (Offered Outbound/Internal) and the the second party connecting (Connected Outbound).ListInteractionTimeframe
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Total Hold TimeAgentsThe total time that any party spent on hold (live interactions), or that the interaction was parked (non-live interactions). If multiple hold events coincide for multiple parties, then elapsed time is reported.List
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Total Interrupt TimeAgentsThe total time that an interaction was interrupted so that the agent could handle a high priority interaction. Only non-live interactions can be interrupted.List
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Total Talk TimeAgents

The total time an agent spent in the Connected state whilst another party was connected. For Inbound interactions, this is from the moment the agent answers the interactions; for Outbound and Internal interactions, it is from when the second party connects. Hold time is excluded.

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Total UniqueAgents

The number of unique calls an agent has made or received. If an agent handles the same call multiple times—for example, an agent might transfer a call which is later transferred back again—the call will only be counted once. Total Unique includes missed, unanswered and failed calls.


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Total Unique CustomersAgentsThe number of unique customers the agent has either received Inbound interactions from, or initiated Outbound interactions to. Internal interactions are excluded. The customer is identified by the Source Address for Inbound interactions, and the Destination Address for Outbound interactions.List
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UnexpectedAgents

The number of interactions that an agent did not answer including those when the agent's line was busy.


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